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Notify agent if requester email is bounced or rejected



Posted Oct 30, 2014

So, I'm surprised I never thought of this until now, but it seems like an oversight to me. Maybe I'm missing something? Here's the scenario:

We have an environment where tickets are created using the API from a contact form on our site where the user enters their email address.

When an agent responds to the ticket, what if the email address the requester entered is wrong? If the message is rejected or bounced, the agent would never know! They would go on thinking this person is ignoring them and not have any sort of idea that the requester never got the message.

Can we add some way for Zendesk to notify the agent that the reply was not received? Would be pretty nifty.

Thanks!


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77 comments

Adding another +1 here. We had submitted a support request on March 4th, 2022. We were only referred to this entry, which has existed since 2014. Since then we have only been put off with every request. It is very disappointing that this feature request has not been implemented for over 8 years.

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And one more +1...

It's a shame, such an important and frequently asked feature, which is nothing super special complex, not to implement for nearly a decade.

We are not in the 1950s. Today in our digital world, 8 years is are a really long time...

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+1! Please get this fix developed :-)

 

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+1 from my side as well.

Identifying incorrect email addresses is also an important topic for the support teams in our company.

Our teams are sending proactive messages to our customers and it is crucial to know if the stored email address is invalid and the message was not delivered.

We need the option to create a View for rejected/bounced messages for proactive tickets or tickets created from a contact form with the API.

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+1

It's really a basic function should have for Email. We cannot work in a black box, waiting for the client contact us to complain not receive emails. Please fix this ASAP.

Thanks,
Chris

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What's the status of this?  Undeliverables are not good when they go undetected.

Last update that it would be worked on in 2022!

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This issue was reported nearly 10 years ago.  I am surprised and disappointed that such a simple matter like this has not yet been addressed in such a time frame.  

 

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Hi team, did we have an update on this one? Our agents need to verify an email has been received from their ticket and hasn't bounced. Hoping this is available soon but would appreciate an update on where it's at. 

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What is the progress on the development of this improvement?

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Would be a big benefit for us and from the looks of it many more.. we've had many customers email us saying why haven't we replied back when we've sent multiple emails to them.

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Looks like a never ending story...

How is it possible, that a big player like ZenDesk is obviously not able to realize such a simple solution for this important aspect of their users?

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+1 if this is still not sorted but I think I know how it happens as Shopify is the same and equally frustrating.  These guys do not send emails themselves - they use a third party like Sendgrid to send them. They likely have just one account to send all emails (obvs with our send address) BUT any bounce emails are notified in such a way that they are logged on the master account and not split by sender. There MUST be a way to sort this but for some reason the issue is not seen as important enough.

I now send all my Ecommerce transaction emails via our own email sender 'Mandrill' - costs a little extra but means that we get notified of every duff address within seconds of it bouncing and enables us to take urgent action to verify the address (which invariably is mishear/mistype by agent or customer).  We get regular bounces for a variety of reasons and it also means we can see no. of email reads etc.

Come on Zendesk - do something!!

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+1

We lost an important account today because of this (lack of) feature. Really disappointing, Zendesk.

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+1, and I want to reiterate that this is a different problem from the one Colin linked. I'm on the same page as Lou - I check suspended tickets multiple times a day and I've never received a failed email notification, despite realizations that email addresses we have been sending to simply DO NOT EXIST.

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Seems like quite an old thread and request here. Did ZD offer a solution to view rejected/bounced emails send from the system? This has caused great delays in our support due to incorrect email address entry. This issue has high customer impact.

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Is there an update?

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image avatar

Shawna James

Community Product Feedback Specialist

Hi everyone, there is an another thread here. The updated is that this feature is request and is currently being worked on by our product team. Please note at this time we can not commit to any timelines but we are actively pursuing work on this feature. Thanks so much!

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