Using the BCC email address for external email messages

Return to top

20 Comments

  • Nathan Wreyford

    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.

     

    1
  • Dave Dyson
    Zendesk Community Manager
    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!
    0
  • Russell King

    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?

    0
  • Nathan Wreyford

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

    0
  • 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.
    0
  • Russell King

    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.

    0
  • Nathan Wreyford

    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.  

    0
  • 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.
    0
  • Nathan Wreyford

    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!

    0
  • 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!
    0
  • Angela Falbo

    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?

    0
  • Nathan Wreyford

    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.

    0
  • 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.
     
     
    0
  • 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. 

    1
  • Nathan Wreyford

    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.  

    0
  • Nathan Wreyford

    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.

     

     

    1
  • Nathan Wreyford

    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.

     

     

    1
  • Nathan Wreyford

    Another day of silence.  Any update?

    0
  • 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!
    0
  • Adam Witek

    I really hope this gets fixed quickly.

    1

Please sign in to leave a comment.

Powered by Zendesk