Zendesk email and undeliverable addresses Follow

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20 comments

  • Avatar
    Tony Vardiman

    Hi Max,

    This was the right step to take, so thanks for doing that.  If you look at my posts about this issue when it was first communicated, you will see that I was questioning the treatment of the emails in relation to their bounce disposition (transient, permanent, or email-specific).  I was pretty certain, based on what was communicated, that Zendesk had not designed this tool properly.  I wish Zendesk had included some alpha users in their testing and design of this important change, because this could possibly have been avoided.  

  • Avatar
    David Stevenson

    Is there an easy way to report those end users that Zendesk has marked as undeliverable?  I can't see it as a filter available in gooddata and it isn't in the column picker in the simple user list in Zendesk.

     

  • Avatar
    Robert Jerina

    The bounce messages used to show up in suspended tickets which made it easy to see bounce messages and report to the customer that we are unable to send mail to the specified address. Then they stopped showing up with this feature that came out. But now you are disabling this feature that captured the bounce messages, but they will still not show up in suspended tickets? How are we supposed to figure out what the bounce messages say so we can report these problems to the customer as we see them? You need to make it an easy view so we can see them all and fix it before it becomes a big problem. We shouldn't have to rely on a customer calling in to tell us they are not receiving e-mails from Zendesk.

  • Avatar
    Sean Cusick

    Hi Robert, we apologize that for the time being we are unable to revert back to the state where these notifications would arrive in your suspended tickets view. If you are using an external support address and have it set up correctly then you should be seeing these bounce notifications in the inbox of that email account. If you are using a native Zendesk address (support@subdomain.zendesk.com) then for the time being you will not see these notices as we determine how we will handle these bounce notices moving forward. We intend for this transitionary time to be as temporary as possible. We apologize for this inconvenience. 

  • Avatar
    Robert Jerina

    Thanks, Sean.

    We do use an external e-mail address, but it is simply forwarding all e-mails to the Zendesk e-mails so there is no e-mail being captured since it isn't an e-mail account. Seems like the bounce messages are just going to keep getting captured by Zendesk which will force us to open tickets to get the bounce messages. This also means we will have no idea the e-mails are bouncing until a customer complains to us and that is not good for customer service.

  • Avatar
    Sean Cusick

    Hi Robert, I would suggest restructuring the forward so that you are keeping a copy of the forwarded messages. For the time being the Zendesk Support team is not able to provide you with these messages. They are not being captured in such a way that support would be able to provide a report for you. Again, we hope that this unfortunate transitional period is brief, but if the automated bounce emails that are being forwarded by your domain are vital to your operation then we would encourage you to also keep a record of them. 

  • Avatar
    Robert Jerina

    Support just gave us a bounce message when we asked for it for a specific customer's e-mail...

  • Avatar
    Sean Cusick (Edited )

    As we were gathering information about this developing issue we were able to perform individual log searches to verify bounce messages so that we could better understand the scope and frequency of the occurrences. We apologize that this is not a service that Zendesk Support is able to offer moving forward. You will want to collect the data that is being sent to your domain so that you have the access to it that you need. If you have any further questions then please feel free to open a ticket at support@zendesk.com and we'd be happy to investigate further and consider if there are extenuating circumstances that should be looked into.  

  • Avatar
    David Stevenson

    No-one able to identify what flags a user as having an undeliverable address?  Or can help me get a list of undeliverable addresses out of my data?

  • Avatar
    Jessie Schutz

    Hey David!

    Sorry about the delay, I was poking around to see what I could find out for you.

    There's no in-built functionality that would allow you to pull a list of undeliverably addresses, but you can run a scripted search using the API to generate such a list. I'm not a coder, so I couldn't say how to write it. But I know it's possible.

    If you're having problems with the undeliverable address situation, I would definitely recommend that you submit a ticket to our Support team. They're doing what they can to help customers who are impacted by these changes, and will be able to give you more detailed info on how to proceed.

    Let me know if you have any other questions!

  • Avatar
    Jonathan March

    I may be missing this, but it would be useful to be able to manually mark an email address as undeliverable "do not attempt". The most common use-case for this is when the user has entered an obviously invalid email address (xxx@gmall.com or a@b). We don't need the overhead of attempting to send to these addresses.

  • Avatar
    Allen Hancock

    Is # 2 above:

    • Currently undeliverable users will remain so, but you can always mark them deliverable in the user profile.

    Still the case? 

    If so, we need a report on which addresses are still marked undeliverable. 

    If not, we need some clarification in this article, and a timeframe of upcoming changes.

  • Avatar
    Sean Cusick

    Hi Allen,

    If you open a ticket with us then we can provide you with a list of users marked as undeliverable. We apologize that we do not currently have a timeframe for upcoming changes. We do hope to keep this interim as brief as possible and we will be making updates when we are able to do so. Again, we apologize for this inconvenience. 

  • Avatar
    Allen Hancock

    Thanks! Our ticket was addressed promptly.

    There were 4 people, two were spam, and two were generic support@ addresses which were failing at some point.

    Glad to have this v1 behind us, and looking forward to your continued development.

  • Avatar
    David Greens

    npm install busboy
    var http = require('http'), inspect = require('util').inspect; var Busboy = require('busboy'); http.createServer(function(req, res) { if (req.method === 'POST') { var busboy = new Busboy({ headers: req.headers }); busboy.on('file', function(fieldname, file, filename, encoding, mimetype) { console.log('File [' + fieldname + ']: filename: ' + filename + ', encoding: ' + encoding + ', mimetype: ' + mimetype); file.on('data', function(data) { console.log('File [' + fieldname + '] got ' + data.length + ' bytes'); }); file.on('end', function() { console.log('File [' + fieldname + '] Finished'); }); }); busboy.on('field', function(fieldname, val, fieldnameTruncated, valTruncated, encoding, mimetype) { console.log('Field [' + fieldname + ']: value: ' + inspect(val)); }); busboy.on('finish', function() { console.log('Done parsing form!'); res.writeHead(303, { Connection: 'close', Location: '/' }); res.end(); }); req.pipe(busboy); } else if (req.method === 'GET') { res.writeHead(200, { Connection: 'close' }); res.end('\ \
    \
    \ \ \ '); } }).listen(8000, function() { console.log('Listening for requests'); }); // Example output, using http://nodejs.org/images/ryan-speaker.jpg as the file: // // Listening for requests // File [filefield]: filename: ryan-speaker.jpg, encoding: binary // File [filefield] got 11971 bytes // Field [textfield]: value: 'testing! :-)' // File [filefield] Finished // Done parsing form!

  • Avatar
    Jessie Schutz

    Hi David!

    Would it be possible to edit your comment to add some context? Thanks!

  • Avatar
    Struckhoff

    Can someone confirm whether there is still (two and a half months later) no way to see how many of the emails we have sent are undeliverable?

  • Avatar
    Sean Cusick

    Hi Struckhoff, I am very sorry, but we do not have any reporting around these events. It is possible to determine whether there are users in your account that have been marked as undeliverable. You can query an array of your user's through the identity endpoint, using our API (https://developer.zendesk.com/rest_api/docs/core/user_identities). Or, you can verify this manually from within the user's profile. There will be an exclamation triangle next to the user's address. If you're having problems with this still then we encourage you to open a support ticket with us at support@zendesk.com

  • Avatar
    Struckhoff

    Unfortunately, this doesn't help us. We are launching email support for an additional product line, on a new Zendesk instance, and need to be able to monitor the number of emails currently being bounced. Some ability to see or measure bounce-backs feels like very basic functionality to be disabled for 10 weeks.

  • Avatar
    Sean Cusick (Edited )

    Based on what you are describing I'm assuming that you are using a branded, external support address. If you have set up either SPF, DKIM, or both of them, then any bounce-backs should be getting routed through your forwarding support address where you can monitor them from that account. For any additional questions you might have then please open a  support ticket with us. 

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