Gil

Hi Colin,

 

so, 2 things:

1. the post you made is not linked to the problem. the problem comes from the fact that agents waste time writing responses that are never read, because they are not sent to a working e-mail address, and nobody really notifies them about it.

2. the predicament in #1 is nothing short of terrible. I have eschewed telling our support agent that 10% of the tickets he works on just disappear into the ether - he won't be happy. and we're not happy with this either...

right now the emails are being sent to our gmail account which treats them as fake NDRs, so this is not even something we can override and either way it's wrong to require this from agents.

you really need to develop a workaround for this, the sooner the better.

Gil