SMTP Email delivery method

Planned

45 Comments

  • Carter Glascock

    Upvoting this; our email signature platform misses out on this feature.

    Given that Zendesk does not support HTML formatting for all outbound correspondence, restricts how our email communication is delivered to our clients.

    0
  • Brett Bowser
    Zendesk Community Manager

    @Oskar you are correct and Sell uses SMTP already!

    @Carter thanks for sharing your feedback!

    0
  • Dominic Thong

    Upvoting this. Can't believe the request started since 2016 and after 5 years, the problem still have not been addressed. We just signed up with Zendesk and is surprised to face this matter which we did not check during our evaluation simple because such elementary email functionality (SMTP Authentication) is assumed to be supported by any / all system with emailing features out there.

    Really hope this can be put in place soon in a matter of weeks / months and not in another couple years!!

    0
  • Óskar Ómarsson

    @... thanks! We are quite excited for this feature to get into Support, last update from Product that I can see here was 6 months ago, do you have a estimate or is this on the roadmap in the near future?

    0
  • Andy Roberts

    Hello, checking in on this to see when we might see this feature.  A significant number of our messages get sent to Junk mail even with SPF and DKIM.  This has a serious impact on the reliability of our communications, and SMTP would fix this.  Hoping it can be done soon! Thanks

    1
  • Óskar Ómarsson

    I would love to get an update on this, how is the timeline looking for this are we going to see this feature come into action this year, Q3? Q4? 2022?

    1
  • Luke Fahey

    This is a must have feature! Please provide an update

    0
  • Óskar Ómarsson

    @...

    Thank you for the response, we would really love to see this going forward and please feel free to contact me at any point for any discussion/clarification regarding this requirement. I would appreciate the opportunity to participate.

    Best regards
    Oskar 

    0
  • Richard Dale

    Scenario for the last week:  All Zendesk replies to users with @yahoo.com or @ymail.com have been delayed then (after 5 days) bounce back to us.

    Bounce messages are coming back fro multiple Zendesk SMTP servers - with error codes relating to security/spam type of conditions.

    Our own mail server has a high reputation, dedicated IP address with no bouncing issues for years.

    If we could use our own SMTP server for outbound replies this would avoid these sorts of issues.

     

    1
  • Richard Dale

    This is urgently required.

    We've had a situation twice in the last month where emails to _all_ Yahoo users were delayed due to Yahoo temporarily deferring emails due to spam complaints.

    The real problem here is that we do NOT receive any such reports until some DAYS afterwards, after it has been sitting in the queue on the Zendesk SMTP server.  So we have a situation where a) we think the support issue has been resolved and b) the user thinks that we are ignoring them.

    Using our own mail servers allows us to at least monitor any outbound mail issues - plus, being a mail server only we use on a dedicated IP address, means our IP address's reputation is not an issue.

    An example of this is below.

    Timeline:
    Support response sent Sun, 14 Nov 2021 14:16:48 +0000
    Bounce message received: Fri, 19 Nov 2021 14:36:14 +0000

    This is the mail system at host deferred3.pod25.apne1.zdsys.com.

    I'm sorry to have to inform you that your message could not
    be delivered to one or more recipients. It's attached below.

    For further assistance, please send mail to postmaster.

    If you do so, please include this problem report. You can
    delete your own text from the attached returned message.

                       The mail system

    <XXXXXXX@ymail.com>: host mta7.am0.yahoodns.net[67.195.228.94] said: 421 4.7.0
        [TSS04] Messages from 103.151.192.18 temporarily deferred due to unexpected
        volume or user complaints - 4.16.55.1; see
        https://postmaster.yahooinc.com/error-codes (in reply to MAIL FROM command)
    2
  • Andrew Johnson

    Hi, this is a very important feature for us to ensure the best deliverability rates using the reputation of our own SMTP server. Please implement custom SMTP server functionality as soon as possible.

    0
  • Richard Dale

    This continues to happen approximately once a month for us.

    It's not a pleasant situation when the customer things we're ignoring them but the email is stuck on a mail queue somehwere with zero notification to us that it's delayed.

    Zendesk need to implement custom outbound SMTP servers to fix this problem.  If the mail is being delayed, at least we know since it's our own mail server.

    This has been raised as a support issue previously, but we don't have a high volume of support mail and it typically resolves a few days later.

    We are currently experiencing about 1 failed email to Yahoo per month (out of maybe 5-10 per month to users of Yahoo) which is a high percentage of failures.

     

    0
  • Ben

    It would be GREAT to have an option to send via the clients mail server (specifically MS Exchange)
    In our case the client already uses CodeTwo to do email signatures for all staff across the organisation. Having a profile for the support@ email address would mean that even the responses to support requests would be branded consistently, AND (importantly) managed from one place. 

    By not having support for this, means that there is not a single source of truth for email signatures in the organisation. 

     

    0
  • Caroline Scott

    Being able to send emails via our business servers is also a request from my organisation, any update on this?

    0
  • sebastian

    What's the status on this? Early this year should refer to the first 3 months, right?
    Setting up SPF has limits. And we have users that do not receive our answers because Gmail is ghosting the answers away because they think it's an illegitimate spam mail.
    I'm not even sure if the SMTP solution would verify the mails properly to gmail so that they don't ghost them but at least it would be a try.

    1

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