Prioritize Bounced Email NotificationGeplant
I recently perused this support article about Zendesk's handling of bounced email notifications/undeliverable emails. I would like to ask that Zendesk prioritizes creation of a view, and/or agent notification when an email bounces, or the email address is undeliverable. Our organization is proactive on such matters, and we would like this feature ASAP.
It seems weird to have to ask for this functionality. Humans make mistakes, computers are supposed to deal with them. If Zendesk's SMTP service fails to deliver an email to "firstname.lastname@example.org" because "email.om" is unresolvable, it's absurd to not immediately add that result to the ticket and mark the ticket open. For the support request to just fall into the void and the customer nor the agent is none the wiser, that's just astonishingly unprofessional.
I'm just dumbfounded that this issue ever existed at all, and more so that people have been asking for it for YEARS and it's not implemented. This is basic functionality for a service that facilitates email interactions between people.
@... thanks for picking up the topic again. As you can see, we are waiting for a while already.
Add Fender Musical Instruments (aka Fender Guitars) to the list of clients in sore need of this feature and a bit surprised by its absence in the current solution. Thanks!
odd that a ticketing email software does not have this as a default.
My team would love to see this feature available sooner rather than later. Hard to believe a fat-fingered email address just disappears into the oblivion under the current Zendesk structure without the agent being notified. A time resolution would be greatly appreciated by our team!
When will this feature be available?
Another up-vote for this capability. I agree with previous commenters that it isn't acceptable for a customer service organization to be unaware that the communication with the customer is failing.
3 years on, and this is still a concern for multiple users, despite this being slated for development 'in the near future'.
If Zendesk can build a spam filter that can consume emails that have a 'no-reply' email, SURELY it shouldn't be too difficult to build a feature that consumes postmaster/non-deliverable notifications?
Why would I bother even using Zendesk if my email client can provide basic functionality that Zendesk seems to be unable or unwilling to replicate?
Honestly, give one of your developers two weeks of free time (maximum!) and I 'm sure they could build something usable.
This is a big issue and ridiculous that it is not native- PLEASE FIX ASAP!
+1 on this feature. We have got some angry comments from several clients, some ending on social networks with not so nice comments about our Brand, because their mails bounced each time we replied.
Deliverability events (webhooks our logs) are a common feature for mail delivery solutions and as Zendesk Support sens emails I Think this is really something you should include in not so distant releases.
Posted this in another post a while ago, but I'm posting it here as well as I hope it will help some people.
I took matters into my own hands and built a bounce notification system myself using Zapier (#nospon). This was possible since we relay incoming email over the Gmail servers and Zapier has both Zendesk and Gmail integrations. (But they also have Microsoft Outlook and more.)
Zapier basically tracks Gmail for bounced emails. When it finds one it'll search for the corresponding ticket in Zendesk and updates it (open + comment).
This is what my Zapier configuration looks like:
When this happens...
1. New Email Matching Search in Gmail (e.g. from:MAILER-DAEMON@*zdsys.com)
2. Extract Email Address
3. Find Ticket in Zendesk (make sure to use order_by:created sort:desc)
4. Update Ticket in Zendesk
Not all heroes wear capes. Thank you Jonathan! We have a Zapier account, and will implement this hack!
Still super disappointing that Zendesk won't solve this problem.
In my mind, Jonathan DOES wear a cape. Legend. :D
This feature is really basic functionality and a necessity of support email ops. Please develop!
+1 from me, is there any news on this yet, there are so many threads out there on this, i can see people have been asking for this feature for over 4 years and still nothing. Why should we have to pay another monthly fee when this should be built in.
+10 - one from each of our licensed users. We'll be back here at the end of the line waiting as well.
Adding to the up votes.
Users and managers lose confidence in the system when an intricate part of the communication channel such as email can have issues like this. Telling a client "we didn't get your email" and having no reasoning for it makes unhappy clients and unhappy users/managers.
+1 from me. Even though it feels useless.
Agents have no idea of what they are missing. Here. You do! Make it visible. Amazed that this basic feature has been discussed for 6 years without any action.
The ability in Support to see emails that were undeliverable is important to our company as well.
Right now, a Side Conversation email will show that it was "sent" with a public comment but it sounds like we cannot actually rely upon this being sent.
It sounds like ZenDesk may have the ability to look at logs on their end to determine that an error message was received but this message will not show up for the Support Agent to double check their email or to send to a different email if a clerical error (typo) was made.
It also sounds like ZenDesk Sell has this feature already enabled, please can we have this for ZenDesk Support as well?
This has gone on far too long and pointless voting. I asked Zendesk this week for an update and their response was;
"I'm so sorry if you felt that way, and we truly understand the intention of having this feature; readily available in Zendesk. Upon checking with our developers, I don't see any updates, and we don't expect to have any for a while; I'm afraid to say. I relayed your concern to our developers, for them to be aware."
We also urgently need this feature. Not specifically for emails bouncing from zendesk but we would like to forward bouncebacks from our own email server into zendesk as tickets for our agents to pickup and follow up - as email delivery is our primary service.
Unfortunately even white listing MAILER-DEAMON from addresses doesnt help and they are still rejected.
4 years and still no progress on this?
This is currently being worked on, unfortunately, we are unable to provide more concrete detail yet but we are working towards a feature - Email Delivery Status - that will surface delivery status within the ticket. Stay tuned for the announcement on when this will be released.
Regarding forwarding bouncebacks from your own email server into Zendesk as tickets for agents to pick up and follow up, this is something that we are unable to control since email bounce is happening from your email domain. Creating a proactive ticket is the best workaround for this kindly check this document for guidance https://support.zendesk.com/hc/en-us/articles/203690946-Creating-a-ticket-on-behalf-of-the-requester-standard-agent-interface-.
Thanks so much for your feedback here. We’re definitely aware of the need for this and it will be addressed as part of the Email Status project. We are currently in the discovery phase of Email Status and it will focus on surfacing deliverability statuses of emails within the Agent Workspace UI.
Thanks again for your feedback here and I’ll plan to check back in with a further update once we are closer to finishing our discovery work later this year.
We need this feature! We are running into situations where salespeople may be CCd on a ticket response, but the agent accidentally types in the wrong email address. Then the client continues with the salesperson which ends up in a dead-end.
We are looking really silly not being able to say to our Salespeople that we get a bounceback when we send to an undeliverable email address.
This is surprising that this feature is missing, especially since Zendesk Sell has it. We have a need for this - it is too easy to mistype the email address an agent hears on a call with a customer and can lead to confusion and frustration on both sides.
Any update on the Email Status project? Will we have somekind of solution soon?
This feature is required.I want this feature as soon as possible.
hey Benjamin Kirsch
Could we get an update on this please? No further reply from product management in over a year.
I have plenty of customers who are looking forward to a feature like this. :)
We need this feature to enable us to be GDPR compliant. We can't just look at the login status, as some customers never log in, they just subscribe to our Product Information emails (which are Articles).
+1 for this feature as well.
Shocked to discover that what every normal inbox has (an indication of failed email delivery), Zendesk does not have.
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