Notification if No Email Address Associated with Requester

hello 1263082082709 

Indeed we see a little /!\ but ONLY if agent clicks on “CC” button which is very rarely..

Product should think about a better way to notify when no email addres.. thank you

Hey 7149031949978, that feature already exists within the To and CCs section of the Composer .  See “Step 5” under the To CC a user from the ticket interface section.  

If you have any feedback on that feature I can pass it along to the PM and team that implemented that!

1263082082709 You just announced the update about email delivery failure notices for agents. From the documentation it seems like this topic here is still not fixed with the update. Is this correct?

+1 on this. We need visibility if there is no email to send the notification for the request. In a similar way we receive an internal note if an SMS has not been sent, I'd love to see this logged in the ticket. 

Hi 1263082082709

I agree with Kristian, above; I'm not convinced that outbound email bounce reporting would have any impact or relevance here.  This issue is for requesters with no email address.  An agent saves a Public Reply >> the agent assumes the Public Reply notification is sent to the requester.  However, no email is sent because the requester does not have an email address.

Technically, this functionality makes sense.  No email address = no email sent.  The issue is that Zendesk lets my notification trigger fire & fail without any indication it failed.  I described this pretty thoroughly in my original post (https://support.zendesk.com/hc/en-us/community/posts/4408868307866-Notification-if-No-Email-Address-Associated-with-Requester/comments/4643424118170).

I hope you will revisit this topic before excluding it from future planning.  I think either we are misunderstanding your update, or you are misunderstanding the stated issue.  Thanks for your help.

Benjamin Kirsch, Thanks for updating this request.

The outbound email bounce would not be relevant in this use-case, as there would be no email attached to the customer in the first place.

Hopefully, this request can get a higher priority soon.

Hey all, thanks for engaging on this thread and providing feedback on this product area. We have logged this feedback for our backlog but do not currently have plans to implement this into our roadmap as we are focused on features to surface outbound email bounce information and the ability for customers to connect their email servers directly to their Support Instance. We will continue to leave this thread open for community comments for more use cases and if anything changes in the future on our end we will update as soon as possible. We understand this may be frustrating for folks but hope transparency is helpful in your understanding. Thank you again for providing your feedback to us!

We need a solution here. Thanks!

We just came across this issue too. Wow! There's got to be a solution for this. Zendesk - are you listening?

A much-needed feature for sure. Trigger condition would work the best