A complete guide to understanding email in Zendesk - Part 4: Common email channel problems

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  • John Decker

    Is it possible to get viewable email chains? Currently, our email messages only display one active message, as where Our clients and our team members prefer seeing the entirety of the messages/email chain  to date?  

  • Ahn Letran
    Zendesk Customer Care

    Hey, John!

    This might be related to your needs: Using simplified email threading (early access program).
    Simplified email threading improves the way that email notifications appear to your end users and agents in third-party email applications such as Gmail. It removes redundant or duplicate formatting such as avatars and dotted lines. It allows multiple messages in an email thread to fold.


    Ahn L. | Customer Support Advocate

  • Aldo Cruz

    Is there an option to make visible our CCs and To, on every email?




  • Dane
    Zendesk Engineering
    HI Aldo,

    It seems that you have already submitted a ticket for this concern. For visibility, you were advised to use the new feature Migrating to CCs and followers.
  • Magali Vanderveken


    In the case of an email address inactive/undelivered, what kind of automatic response would appear in a Zendesk queue? Is there any existing trigger that could be leveraged to surface all the inactive/undelivered email addresses in a Zendesk queue? If so, what kind of trigger would it be?

    Thank you

  • Joyce
    Zendesk Customer Care
    Hello Magali,
    Bounced email notification for undelivered emails is not a feature that is available at the moment. However, our Product Team has confirmed in the Prioritize Bounced Email Notification post that this is already been planned. As the team is currently working on a technical implementation plan, please continue to add any feedback to the post so we can track it.

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