Bulk & Account Wide Updating of Untracked Emails & Custom Email Blacklist Ability

1 Comments

  • Katie Dougherty
    Zendesk Community Team

    Hi Nick,

    Thank you for your feedback! I will make sure your points about blocklisting email addresses and untracked emails reach the Product Team for Sell :) 

    In the meantime, I would like to offer a few points below: 

    1. Blocklisting an email address in your Sell email settings should apply to the entire account. Get in touch with our team if you have any concerns or specific examples you would like to review. Additionally, our team can assist with blocking email conversations from an entire email domain across your account! 

      See the article: Blocklisting leads and contacts to prevent tracking of email conversations.

    2. While there is currently not a way to address untracked emails in bulk, you can use our Sell App in Support integration to hopefully help avoid losing any conversations to the untracked emails section.

      After installing the Sell App in Support your agents in Support will see the "Create Lead" button whenever the email address in a ticket is unrecognized (for example, support+idv0glr3-dg49@yourwebsitedomain.com).

      Clicking "Create Lead" will add a new Lead in your Sell account with the unrecognized email address. If this unidentified person is added to your Sell account at this point in your workflow, they will be recognized as a Lead, and their emails should no longer be in the untracked email section. Hopefully, this small change in your workflow will help avoid high numbers of untracked emails.

      See the article: Working with the Zendesk Sell app in Support. 

    I hope this helps address some of your concerns and I will make sure your message reaches our Product Team! Thank you :) 

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