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Using the BCC email address for external email messages



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Nova Dawn

Zendesk Documentation Team

Edited Jun 21, 2024


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31 comments

This feature does not seem to work.  If I copy the link and add as a BCC, it never shows up in Sell.  Please advise.

 

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Hi Nathan,
 
I see you've spoken with our customer care team - I'm monitoring that ticket to ensure you get a response. Thanks for your patience!

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As already mentioned this feature doesn't appear to work.  I notice that it says the subject line MUST include FW: or FWD: in the subject line.  Really?

I tend to (want) to use this feature for copies of internal emails that originated outside of Sell, so you are saying I need to add FW: or FWD: to the subject line as well as the unique link?

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Is anything being done to look into this issue?  When can we expect a resolution?  

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Dane

Zendesk Engineering

Hi Nathan, 
 
Upon checking, you have already submitted a support ticket regarding this concern and is currently being investigated. Please continue to work with the Advocate assigned on Ticket #10448424.

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This BCC / FWD feature still isn't working and you've rolled out an update to the Deal record > left margin UI which neither fixes the issue or improves the navigation of the deal record.

The BCC / FWD feature purposefully states - - -  "To add an outside email to this contact, forward or BCC to:" - - - Yet it does nothing of the sort. 

Could someone please confirm, by reply to this message, if this is a known bug/issue so I don't waste more time trying to work out if I am doing something wrong.  Thank you.

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Despite Dane and Dave's suggestions to wait and they will get back with you, they have nothing.  I would guess it is a known bug because now over 2 weeks later, they have done nothing to resolve it and have not given updates.  

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Brett Bowser

Zendesk Community Manager

Hey Russell and Nathan,

I Sell team is very much aware of this bug and is working to get a fix pushed out. I wouldn't say they are doing nothing to get this issue resolved as this sort of thing requires troubleshooting and testing before a fix can be pushed out. Rest assured that this is something we are looking into and have no intention of leaving this functionality broken. 
 
Appreciate you bringing this to our attention and we will be sure to share an update once we have one available.

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Thank you for the update!  Please keep us informed.  Status of the stasis updates may seem like a waste of time, but they really are helpful.  Thanks!

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Brett Bowser

Zendesk Community Manager

Absolutely understand where you're coming from and I'll follow up here once I get more information :) Thanks again for your patience!

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Has there been any update on this?

Also, based on this article - even if you use the BCC from the deal card on an email - the activity will still show on all deals associated with the primary contact. Is this correct?

Is there no way to just show the email on the one deal it's related too, regardless of the contact?

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What is the situation here?  It really looks like the intention is to ignore it and hope it goes away?

No one has kept me notified, nothing has been done.  Brett was kind enough to serve up a Nothing Burger but we need some solutions and at the very least, you could refund the account for our organization for the time this feature has not worked and do not resume until it does work.

To say ZenDesk has horrible service would be an insult to all the companies that truly do have horrible service.  ZenDesk has service that is a joke at best.  Please prove me wrong.

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Brett Bowser

Zendesk Community Manager

Hey Nathan,

Apologies for the radio silence here as this is something that our Sell team has been investigating. I was able to track down the ticket you have open with our Customer Care team and I've followed up internally to see if we can provide an update as soon as possible. Appreciate you bringing this to our attention and taking the time to share your feedback with us.
 
 

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Patrycja Walencik

Zendesk Product Manager

Hi Angela Falbo,

turning to your question, email bcc works as you describe it and for now I am not able to show you any workaround for that today. Thank you for highlighting this inconvenience, for sure we will take into consideration when we will be improving this feature. 

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Oh look, more tasty nothing burgers from ZD.  Cool thing is that it only took 1 month and 1 day to deliver that nothing burger to deflect from fixing the problem.

It is surprising that a group who works a ticketing program for support issues cannot seem to use that system to fix their issues.  This is a horribly bad look.  You would think that ZD would want to do the right thing.  That would be reach out to their customers if they cannot fix the problem and talk to them directly.  That is what I would like.  Email me and I'll give you a number.  Maria should have my number.  The other thing that would be fitting is not being charged for the product that doesn't have full functionality until it does have functionality.  That would be the correct thing in how to treat a customer but it would also give some incentive to ZD to FIX the DAMN problem instead of serving up nothing burgers.  

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I just got the following response.  Does not make any sense.

It is working as intended?  So they intended for it to not work.  Have you read the article above on how it is "intended" to work?

 Quaneshia : Hello Nathan. I'm in the processing of scheduling a meeting with the Product Owner of the Bcc'ing in Sell. We are discussing the BCC'ing matter. The ticket issue was raised with the Sell developers, it seems that it's working as intended. 

My developers stated they wouldn't expect an email to show up in Sell, because there isn't any recipients (to or cc) in the email that was sent,  Using bcc dropbox you can attach emails to objects, but that the individual that we are sending the email to,  they must have a real email addresses.

I have been advised that in order o fix this add to: sara@example.com and this email will show up on contact with this email address or a new contact Sara will be created after this email is received. Look that there is only ONE DROPBOX BCC email address for ALL CONTACTS in Sell for a given user. If you click on another contact the dropbox bcc address is the same, but fyi it works different for Deals.

I have reached out to the Product Owner to see what the next steps are or to see if we can make the article clearer for our customer to have a better understanding of how BCC'ing in Sell works. 

I appreciate your patience while working on this matter and hopefully we can have a speedy resolution on this matter.

 

 

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Patience?  2 months pass and the answer is that it is intended to not work as described above:

  • Or, forward existing email messages to Sell using the BCC email address.
    Note: Email messages forwarded to Sell must include Fw: or Fwd: in the subject line.

 

 

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Another day of silence.  Any update?

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Brett Bowser

Zendesk Community Manager

Hey Nathan,
 
We currently have an open conversation with you regarding this issue and both our Customer Care team and your Account Manager are included in that ticket. They will follow up with you to provide an update and discuss this further. It also looks like they are chatting with our Sell team and sharing your concerns so we appreciate you taking the time to share your feedback with us.
 
If you're not receiving their emails please let me know so I can look into why their updates aren't showing up on your end.
 
Thanks!

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Brett Bowser

Zendesk Community Manager

Hey Adam,
 
This is something currently being discussed with our product managers so I don't have any other updates to share at this time. I'll be sure to update this post once I find out more.
 
Thanks for checking in!

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Update from my support ticket today - still not resolved, or proposed timeline 

Mandy:
 
Hi Angela, looking through the communication that our Sell Engineers have initiated with our Dev team, they are still investigating the issue at the moment. We apologized for the delay but rest assured that they are still working on resolving this issue. Thank you so much.

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If we use this feature and a customer's email has changed. If we remove the old email and update with the new email will all the other emails attached to the contact be removed or will they remain with the contact?

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Unless I have missed a communication I haven't seen any update, response or fix for this issue? 

So in answer to Cristen Scolastico's enquiry the answer is not to worry about losing emails, as you won't have any emails in the system using this feature, ever, full stop.  The feature doesn't work and is still being investigated since June 2022.

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Patrycja Walencik

Zendesk Product Manager

Hi Cristen Scolastico 

responding to your question, if the customer's email has changed all previous emails (related to the previous address email) will be removed. I can only recommend you add notes if you want to keep important messages before the client's address email will be changing. 

Best, 
Pati 

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Hi Adam, it looks like you inadvertently just linked to the Sell product feedback topic -- is there a specific thread you meant to link to?

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Patrycja Walencik

Zendesk Product Manager

Hi @...

I believe, Adam had in mind this thread 

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Me again... This is still an issue as we have a lot of internal emails back and forth amongst the team who all use their primary email to log into Zendesk and therefore rendering the BCC email forwarding feature useless.

Is there a reason why an email used to log in to Zendesk is blocked from using this feature?  Surely the addition of the BCC address should be the trigger to add that email against the record the unique BCC address relates to?  That is the point of the feature no?  If I add the BCC address to an email one would expect the email (regardless of origin) would be logged against the record in Zendesk!  

Have I missed something?  Blocking this feature because the originating email address is used to log into Zendesk doesn't make sense to me.  I want and need to be able to add internal team correspondence about my customers and deals into the relevant records and I can't.

Look forward to hearing a reply and hopefully one that enables this feature!


Thanks - Russell 

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I have no solution, just here to upvote your suggestion and echo your message.

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Patrycja Walencik

Zendesk Product Manager

Hi Russell King

Hi @Russell King,  when it comes to blocked emails used to log in to Zendesk it is a preventive mechanism called blocklist - following this article, you can find a use cases for why by default Sell adds the email addresses to this list. 

To have a colleague's name removed from the blocklist contact support. Be aware that individual users cannot be removed from the blocklist, everyone's email address will be removed from the blocklist on the account.

Hopefully above information is useful. 

Best,  
Pati 



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Hey @Patrycja Walencik - As mentioned if the trigger to add an email to a record in Zendesk is the addition of the unique BCC address supplied on the Zendesk record that email should be added to the record.  ONLY emails that I have added the unique BCC address should be added to Zendesk.  If I don't add the BCC address the email is not logged.  Simples!?

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