This article explains how to configure email and Zendesk notification channels for Alerts 2.0, assign them to alerts, verify delivery, and troubleshoot when one recipient does not receive an alert email.
Step 1: Create notification channels
Create an email notification channel with the recipients who should receive alert notifications. A shared mailbox or distribution list can be useful when multiple people need consistent coverage.
For Zendesk notifications, configure the Zendesk channel with the required connection and ticket-routing details.
For additional information, see How do I add, edit, or delete notification channels?.
Step 2: Assign notification channels to alerts
- Go to the site where the alert is configured.
- Navigate to Manage Alerts and open the Alerts 2.0 table.
- Open the alert definition.
- Add the appropriate notification channel.
- Save the alert.
- Confirm that the alert is enabled and scoped to the expected devices, interfaces, or other entities.
If the alert is configured at a parent or organization level, verify that the intended child sites inherit the correct notification channel.
Step 3: Verify notification delivery
Use the Send Test Alert function when available:
- Go to Manage Alerts > Notification Channels.
- Select the notification channel.
- Click Send Test Alert.
- Select the site where the test should be generated.
- Send the test and confirm that the notification reaches the configured destination.
You can compare delivery to the affected recipient with delivery to a known-good recipient. The test uses the selected notification channel, so use a temporary test channel if you need to isolate a specific recipient.
You can also validate delivery by safely triggering a non-production alert condition and confirming that the expected email or Zendesk ticket is created.
Troubleshooting when one recipient does not receive an alert email
Confirm that the alert was generated
- Note the alert name, affected device or entity, site, and time of the expected notification.
- Review Alert History or the alert list to confirm that the alert actually triggered.
- Confirm that the alert was enabled and that its condition remained active long enough to generate a notification.
- Check whether maintenance windows, suppression rules, or alert-clearing behavior prevented notification delivery.
Confirm the notification channel
- Open the notification channel associated with the alert.
- Confirm that the affected email address is included.
- Check for typing errors, extra spaces, outdated aliases, or an incorrect distribution-list address.
- Confirm that the channel is active and associated with the expected alert and site.
- Review email frequency, digest, or other delivery settings that may delay or bundle messages.
Check the recipient’s mailbox
Ask the recipient to check:
- Spam or junk folders.
- Quarantine or email-security portals.
- Mailbox capacity and external-mail restrictions.
- Rules that redirect, delete, or filter Auvik messages.
If necessary, have the email administrator allow-list the sender address or domain used for Auvik notifications.
Check with the email administrator
An email administrator may need to review inbound mail-gateway or server logs for the alert timestamp to determine whether the message was received, blocked, rejected, or deferred.
The administrator should also check for:
- Transport rules.
- Forwarding loops.
- Auto-replies or filtering policies.
- Domain-level delivery restrictions.
Check for provider-side suppression
If other recipients receive the same alert but one address does not, contact Auvik Support with the affected address and an approximate delivery time. Support may need to verify whether a previous bounce, complaint, or other provider-side handling affected delivery.
Resolve the underlying mailbox or mail-security issue first so the address does not become suppressed again.
If the problem continues
Try another mailbox in the same domain to determine whether the issue affects one mailbox or the entire domain. You can also use a shared mailbox or distribution list managed by your email team and add the affected user to that list.
When contacting Auvik Support, provide:
- Alert name.
- Affected device or entity.
- Site or tenant.
- Full recipient address.
- Exact alert or test time, including timezone.
- Whether other recipients received the message.
- Any bounce, SMTP, quarantine, or mail-gateway error details.
If product-side delivery status cannot be determined from the available alert information, Support can use these details to investigate the delivery attempt.