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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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11 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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Sydney Neubauer

Zendesk Luminary

Benjamin Kirsch 

Couple of questions:

  1. Is this feature going to also give an error when there is no email on a ticket and an outbound email is sent out? It is not specifically mentioned in this article but there is a feedback post on it: Notify users when trying to email to a user without email address – Zendesk help
  2. I don't see the items mentioned by Milena Rusanova's comment: https://support.zendesk.com/hc/en-us/articles/7917145637530/comments/8874699778458 Does this mean that we will always get the error and there are no limits to it only being for emails from zendesk owned emails?
  3. Can you please update the article to specifically state ‘Side conversations not impacted’? We shouldn't have to read the comments to find out that it isn't

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Sydney Neubauer

Zendesk Luminary

I just got confirmation for my 2 points:

  1. As there is no email address to provide the bounceback, there will not be an error if you send an email to a profile with no email address
  2. If you use branded emails or addresses not owned by Zendesk, then no bounceback is present

This article is missing vital information. It needs to be updated to include these limitations as the article is very misleading without it:

  1. No bounceback for no emails
  2. No bounceback for non Zendesk email addresses
  3. No bounceback for Side Conversations

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Benjamin Kirsch

Zendesk Product Manager

Hi Sydney, regarding Milena's question, she had asked it here but to summarize the answer, this feature will work External Addresses that are connected via Email Forwarding.  Other External Address connected via methods such as the Gmail Connector, SMTP Connector, or Exchange Connector are follow-on improvements that we're considering, which is called out in the note at the top of this article.

 

For the other two points, those are things that I'm tracking as follow-on improvements and I'll get the article updated to reflect that this initial release doesn't cover Side Conversations or a use case in which an identity doesn't have an email address.   

 

For the use case in which a user doesn't have an email address on their identity, there is already a warning in the Composer notifying an agent of that.  I understand that your ideal scenario would be to have that warning in this feature's UI (and I'm definitely tracking that), but just wanted to bring up this other feature in case you any feedback I can pass along to the team that implemented it.

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Sydney Neubauer

Zendesk Luminary

Benjamin Kirsch 

  1. We are using email forwarding. I actually submitted a ticket to Zendesk premier and they had confirmed external emails added to Zendesk do not get the error. Can you clarify the scenarios that would get the error and would not? Perhaps add a chart with different scenarios. We have our own branded emails in Zendesk that are externally owned. inbound they forward to the Zendesk email but when it leaves Zendesk, it goes straight to the recipient.

  2. Thank you! Yes please add those items to the article
  3. Yes we are aware but that requires agent action to view the error (add email, expand the ticket by selecting ‘see more’ for headers, hover over the email added, see error). There is no immediate indication in big red letters to show there is no valid email and can be easily missed.

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