Notify agent if requester email is bounced or rejected

36 Comments

  • Kilian Eitzenberger
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    David Andrews Thank you for your hint to Read Receipts. It tested your tool and it works well. Unfortunately we can not use it since it is not compatible with GDPR. In Europe we can not collect these data (read receipt) without an agreement of the user. Getting such an agreement is practically unworkable and it is not realistic that a user would allow us to collect such data. 

    Jeremy R. is there really no way to determine if an email-adress is wrong or an email is undeliverable? Microsoft Outlook for example informs when emails are not deliverable ... In my eyes you can not just ignore this very important topic! Best customer experience consists of sending and receiving information. I just remember > first comment was in October 2014.

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  • Julian Kossak
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    Hello,

    I totally agree with Kilian!

    Five years without any improvment... It's a huge time in the "online world"....

     

     

    Regards

    Julian

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  • Jonathan
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    I recently took matters into my own hands and built a bounce notification system myself using Zapier. This was actually quite easy (no technical knowledge needed) since we relay incoming email over the Gmail servers and Zapier has both Zendesk and Gmail integrations. (If you forward your email from another email service, you have to check if they have an integration with Zapier as well, like Microsoft Outlook.) It works like a charm for me and I hope it will help others as well. This is what my 'Zap' looks like:

    When this happens...

    1. New Email Matching Search in Gmail (from:MAILER-DAEMON@*zdsys.com).

    Do this...

    2. Text - Extract Email Address (from the email's body text from step 1).

    3. Find a Ticket in Zendesk (using the extracted email address from step 2 and order_by:created sort:desc).

    4. Update Ticket in Zendesk (using ticket id from step 3, setting status to 'open' and adding the email's body text from step 1 as comment).

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  • Amber Barnes
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    @Jonathan - This is all done through Zapier app integration with Zendesk? Also, Zapier is a monthly cost from what I see. Is that correct?

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  • Jonathan
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    @Amber Yes, this was all done through the Zapier app integration with Zendesk AND Gmail.

    And yes, you'll need the monthly 20$ plan to get this to work. (But you might use Zapier for other automations as well - it's a nice service! #nospon)

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  • WEBER vincent
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    +1 for this. If you use basic email for support you have this functionnality, bu not with a tool like Zendesk !

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