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Understanding email delivery failures in the Zendesk Agent Workspace



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Kristie Sweeney

Zendesk Documentation Team

Edited Feb 18, 2025


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7 comments

Thanks for this long awaited functionality!

 

Kristie Sweeney can you please give some more details on the Note above:

“This feature applies to emails sent from a Zendesk support address (for example, support@yoursubdomain.zendesk.com or help@yoursubdomain.zendesk.com). Email delivery failure messages don't appear when an email is sent from an external support address you own and maintain outside of Zendesk.”

 

We have connected our external support email address XY@ourcompany.com with Zendesk. XY@ourcompany.com is the support email our end-users know and use, we are forwarding emails from it to Zendesk, it is set as default in Zendesk, SPF and DNS records are setup and we reply/send emails from Zendesk only from XY@ourcompany.com.

 

Does this mean that if we use XY@ourcompany.com when sending outbound emails from Zendesk, we are not going to receive the delivery failure notices?

 

Unfortunately this would make the functionality unusable for us, so I hope this is not the case, or at least it is a planned update in progress.

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Great to finally get this feature. Is it possible to email a notice to a specific address when there is an email delivery failure on a ticket?  Similar to can receive email notifications when tickets end up in suspended view.  Thank you for your time with this inquiry.

 

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Are there any plans to provide a method to monitor and report on these issues, or to query for end users with undeliverable email identities? Will this data be included in a data set in Explore?

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This hasn't rolled out to my team yet, or else I'd check myself, but I'm wondering if this feature will apply to side conversations as well.

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This feature does not seem to be working. 
We just tried sending an email to a contact that only has a phone number on file and no error message appeared in the workspace. 

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Benjamin Kirsch

Zendesk Product Manager

Hey all, really appreciate the engagement on this post!  Glad to see everyone excited about the feature and providing feedback.  There’s a few questions so will do my best to get them answered here:

 

Mare Donohue For your first question, this is something that we can consider adding in the future! I'll track this feedback as a feature request.  A potential solution for your request could be achieved by using the system tag we are adding to the ticket any time there is a failure: that tag could be used in an automation to send out an email to a specific address.

 

For your second question about Suspended Tickets, that is already possible and discussed in this HC article.

 

mfg At this time, that is all functionality that we are considering as a part of incremental improvements we will be making to the feature in the future.  I’ve jotted these down as feedback and will continue tracking them!  In the meantime, the Email Notifications API can be used to programmatically access the data powering the feature.

 

Robby Lawrence at this first release Side Conversations will not be covered.  I'll take your feedback and chat with the Side Conversations team about this.  I agree, getting this feature included in Side Conversations will be important.

 

Ronit Gieske As mentioned in the Announcement, the feature will be rolling out over a 2 week period from Feb 10, 2025 to Feb 24, 2025, so it may take some more time for it to be available in your account.  Also, to clarify, the use case you have described is already addressed by another feature mentioned here.

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Benjamin Kirsch Noted on the roll out timeline. We look forward to having this feature implemented in our Zendesk instance.   The use case I described is not addressed by that feature you referenced only if the agent manually enters a contact name in the To or CC field. The issue at hand is that if a customer only has a phone number on file in their contact record and no email, agents are still able to add a public reply to the ticket without any notification that the message could not be sent since there is no email address on that customer's contact record. 

 

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