How to tell if Zendesk Support is sending email notifications to customers

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12 Comments

  • Sebastian Kochanowski

    Hi,

    Ticket events have multiple information, including settings tags etc. You probably know that better than I do. 

    Still, I would like to ask what's the other way to say "We sent it" and prove it in customer friendly way. 

    If not for customers, than what in case company is audited for disputes - how we can prove that trigger used for the notification actually sent out a message (different story about delivering it as customer can have e. g. full mailbox)?

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  • Sebastian Kochanowski

    I found this: https://support.zendesk.com/hc/en-us/articles/203663156-Archiving-email-notifications-Enterprise- 

    Will try this out as we have Enterprise. But in principal, It's exactly how Dan described it - so big thanks for putting that in more elaborated and better way!

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  • David Wa

    Dan Ross

    Thank you for your input and possible solution. We will try this out. The only downside I see is that it's only possible to BCC a single email address and we send out about 50,000 tickets per month.

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  • Jessie Schutz
    Zendesk team member

    Hey Dan!

    That's a really good piece of feedback. And I agree that the Events log can get to be a lot. Whenever I look at ours here at Zendesk my head explodes a little. 😁 I don't know that it would necessarily prove anything to an end user, but it would be useful for agents. 

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  • David Wa

    I see this thread is over two years old but I'd be interested to hear if anyone found a decent solution to providing proof to a customer that an email was sent with timestamp. We would rather not include the ticket events. It is possible to open the actual ticket notification from the events, but it only shows the placeholders and not the actual email sent to the customer. Any input would be appreciated.

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  • Dan Ross
    Community Moderator

    I'd love if any comment that triggered an email event included a small icon on the upper right corner of that comment. There's already precedent for notifications being put in this corner, this would be a handy visual cue for agents to know that we sent a message.

    Not all agents understand the Event logs, especially on more complex cases, but I think they'd all understand if there was an icon for outbound email.

    Just my 0.02

     

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  • Dan Ross
    Community Moderator

    David Wa

    If you are on a Enterprise plan, you can enable the email archiving options, it would auto-BCC an email address that you control for outbound messages, you could rely on that perhaps?

    More info about the feature here

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  • Dan Ross
    Community Moderator

    Hey Jessie,

    They'd certainly spend less time asking their ZD admin if an email was sent to a customer :) 

    In the case Sebastian is describing, I think the problem is that if the customer can't understand why/how/when an email was sent by seeing a trigger, then they don't have faith it was sent.

    If we could show a concerned end user a screenshot of their comment, with a little outbound icon on it, that's a lot more relatable for them and they may have an easier time accepting that the problem lies somewhere on their side, usually in their mail server or mail client. 

    Agents then don't have to bother their admins for help reading event logs, which makes both agents AND admins happy.  It'd be a win for everyone! 

    I know the drill though - I'll make some time soon to write this request in the Product Feedback section of the Community;)

    Thanks for replying!

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  • Jessie Schutz
    Zendesk team member

    You betcha! You always have really good feedback for us.

    You make a good point on the usefulness for end-users, so good job convincing me. :)

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  • Sebastian Kochanowski

    Is there a more 'customer friendly' way to prove that we have sent it?

    Customer will not understand if I show him trigger body with curly brackets of ticket public comment variable. 

    I would be looking for an equivalent of seeing the original email (inbound) in ticket events.

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  • Jessie Schutz
    Zendesk team member

    Hey Sebastian!

    I'm thinking just a small screen cap with an arrow or a box or something that shows the name of the trigger that fired...I'm honestly spitballing here because I've never had anybody ask for visual proof that a notification email was sent. Is this something that you run into a lot?

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  • Jessie Schutz
    Zendesk team member

    Hi Sebastian!

    Rather than showing them the trigger itself, you might consider showing them a screenshot of the ticket events that prove the trigger fired.

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