Prioritize Bounced Email Notification

P.S.: Like refreshing browser tab submitting the ticket also triggers the display of the deliverly failure notice in the ticket…
Seems that's the point: the newest comment triggers not the display of delivery failure when the ticket is updated…

Hi, 

I can confirm that.
 

It seems there are two variations: In the case of the first message in the ticket to the requester that cannot be delivered, the delivery failure is displayed directly in the events AND in the ticket under the comment.

For each subsequent message to the requester, the delivery failure notification only appears after another update of the ticket (by refreshing the browser tab or sending another message, for example).
 

When multiple messages are sent to the requester, the delivery failure is always shown only up until the penultimate comment, never on the latest comment. At the latest comment the delivery failure is only shown in the ticket events and not visible in the ticket.

I put some screenshots in here for visualisation.

Please check and fix this display issue!

Thanks and regards,
Julian

This has been live for the past few days. I noticed a glitch though

In some cases this note is visible right in the ticket

however in other cases it is only showing up in ticket events. I think it depends whether requester was notified via email sent by a trigger or automation, vs by an agent - but I might be wrong.

Zendesk please can you investigate this. This note would be very handy if it was always visible on the ticket level!

Hi 1263213591349 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.

Hi 1263082082709 thanks for releasing this feature. Can I check, does it also work for Side Conversations? That's where we have the biggest pain point on this, with no alerts when an email fails. Thanks

Hi 1265112593770, sorry for the confusion there. We've updated that note to be clearer and it now states “Note: This feature does not currently apply to email sent via the Gmail Connector, Authenticated SMTP Connector, and Exchange Connector (EAP).”

Email Status will work for External Support Addresses set up via the Email Forwarding feature.  Based on your comment, it seems like your Support Addresses are set up via that Email Forwarding feature, so you should be covered.

Hi 5576221917338 and 4755363276826 , I tried to leave a comment to the article https://support.zendesk.com/hc/en-us/articles/7917145637530-Understanding-email-delivery-failures-in-the-Zendesk-Agent-Workspace and ask a question, but my comment was not saved..

So here my question for the new functionality:

4755363276826 can you please give some more details on the Note:

“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.

This is now released
https://support.zendesk.com/hc/en-us/articles/8520522967066-Announcing-email-delivery-failure-notices-for-agents

We need to explain in detail to our customers, who are using Zendesk for their business, the situation of the inability to detect error mail, a basic email function, before we can consider taking action.

This problem has been unresolved for a long time.

Please provide a definite timeframe and outlook for a resolution.