Common issues with email deliverability

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12 Comments

  • Elizabeth Toy
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    How many attempts will Zendesk make to deliver an email before it quits trying?

    Just wondering because we CC'ed an email but it was spelled incorrectly when it was added, so we are receiving multiple "Undelivered Mail Returned to Sender" emails. I've corrected the email address, but that doesn't seem to have updated the already-queued-up outbound email intended to go to the CC'ed (incorrect/original) email address. Hoping they'll eventually stop. :)

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  • Sean Cusick
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    Hi Elizabeth,

    We're sorry that you're experiencing this. When a relay server does not respond with a permanent non-delivery smtp code then we will continue to attempt to send the email for five days before our deferred outbound servers finally give up. This is a relatively common time period to keep trying (when a definitive non-delivery response is not received) so that it excludes temporary server performance / outage issues. You can safely ignore these suspensions or bulk delete them as you see fit.

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  • Teekodii
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    Hi 

    There is an issue with this particular email, it is a gmail account and i don't receive her email at all and she also doesn't receive notifications when i send her email via Zendesk. i have checked suspended tickets to see if it was marked as spam but it isn't there. Kindly advise. Thanks  

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  • Sean Cusick
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    Hi Teekodii,

    I'm very sorry, but it is not possible to troubleshoot email based on description alone.Though, if her emails are not creating or updating tickets, and they are not arriving in the suspended queue, then it sounds as if there is something wrong with those emails. They are either not being sent/forwarded to us, or they are being hard-rejected once they arrive. If you are on the Team/Regular plan or up, then please open a ticket at support@zendesk.com

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  • Lisa Rönnqvist
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    Hi Zendesk support! 
    We are having trouble sending new tickets from our Zendesk to new recipients. The emails/tickets doesn't come through to the recipient. And we don't get at "did not send" e-mail back or any notification what so ever. Sometimes the email gets through and sometimes not. It does not depend om recipients emailclient as we have researched. We do not spell the emailadresses wrong. 
    What can we do to make sure that all new tickets/emails get through? 

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  • Sean Cusick
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    Hi Lisa, For us to investigate further we would need you to open a ticket with us at support@zendesk.com and provide recent ticket # examples and which updates you believe were not delivered. It also helps us if you enable account assumption as part of that process (Settings>>Security>>Global>>Allow account assumption) so that we can investigate. 

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  • David Andrews
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    My Read Receipts for Zendesk already offers a proven read receipt solution. We currently process over 5 million pixels per day with single digit (in seconds) response times without fail. We are launching email verification, public portal and reporting Q1 2019.

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  • Nicole - Community Manager
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    If folks are interested in David's solution, you can find My Read Receipts in the Zendesk Apps Marketplace

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  • Andrew Ameduri
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    @Nicole

     

    Just tried accessing the link and got a 404 error.

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  • DeskPerk
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    Hi Andrew,

    Give DeskPerk's Read Receipt service a try.  It is 100% free and you can get setup in just a few minutes.  You can get more info within the Zendesk App Marketplace:

    https://www.zendesk.com/apps/support/read-receipts/

     

    NICOLE (@nicole):  Could you add links to our app to all the forum posts related to Read Receipts?  If you need a list of all of them, you can contact us.

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  • David Andrews
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    @Andrew & @Nicole,

    The updated URL is:

    100% Free: https://www.zendesk.com/apps/support/read-receipts-lite/ 

    Pro: https://www.zendesk.com/apps/support/read-receipts-pro/  

    We service over 100,000 agents daily and are the ONLY firm to support your GDPR compliancy efforts & participate in the Privacy Shield program.

    @Nicole, please contact me via email. 

    David

     

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  • Nicole - Community Manager
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    @Deskperk no, we cannot add links to all of your forum posts. This is your responsibility, and per the code of conduct you should only be posting links in a non-marketing, non-promotional fashion when it is a direct answer to a question. 

    @David you can reach the community management team at community@zendesk.com

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