Message is blocked but showes as opened

6 Comments

  • Marco
    Zendesk Customer Care

    Hi Christin, thanks for your inquiry here. Would just like to get a better understanding on the issue that you are getting.

    You mentioned that emails are being blocked but are being opened. Do you mean that tickets are still being generated? If you can, kindly provide a step by step workflow of what's happening so I can understand better what is happening. Cheers!

    Marco M. | Zendesk Support

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  • Christin Eriksson

    Hi Marco, 

    Thank your for your reply. I will try to explain better. 

    1. I send an email with Zendesk. 

    2. I receive in the connecting gmail that the message has been blocked OR email adress couldnt be found etc. (even though the email is correct and up to date)

    3. I go to the contact in Zendesk and there it shows that the message has been opened. = gives missleading opening rate.

    Thank you!

     

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  • Marco
    Zendesk Customer Care

    Hi Christin,

    Thanks for the response. I'll be sending you an email as I will need further information here. The ticket has already been created from this post so it will be under the same thread. Thanks!

    Marco M. | Zendesk Support

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  • Christin Eriksson

    Hi Marco, 

    Ok thank you, awaiting your email then. 

    /Christin

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  • Avishay Matz

    Hi

    We are having a similar problem to the one mentioned above.

    How can we avoid the error message "Your message wasn't delivered to XXX because the address couldn't be found, or is unable to receive mail"?

     

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Avishay,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, there are numerous reasons why you will get the following error message when sending out emails. 
     
    I would advise reading the details provided for the reason why the message was blocked. Also, one possible reason is security, there is a good likelihood that they are being blocked as spam. Depending on how the recipient server is configured, you may or may not receive a bounce-back notification in your suspended queue.
     
    You can check our article, Common issues with email deliverability for more information about this.
     
    Thank you and have a wonderful day ahead!
     
     
    Kind regards,
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