Notify agent if requester email is bounced or rejected

55 Comments

  • Official comment
    Benjamin Kirsch
    Zendesk Product Manager

    Hi everyone, I just wanted to touch base to say that we're planning to start work on this later in the year (this work is the next project up on the roadmap). We're not able to provide an estimate delivery date at present, but we'll update you again once we are further along. Thanks for your patience.

  • Sander de Ruiter

    We are also experiencing issues with this problem.. It should be a standard feature of a ticketing system to be able to see whether or not our emails bounce back. Please fix this asap! Because we have Zendesk linked to our support google accounts we don't even see the bounces in the suspended view. It is literally impossible for us to spot a bounce without manually going into our support gmail inboxes. Unacceptable! 

    8
  • Julian Kossak

    Hello,

    a big +1 for this missing functionality!

    We receive email adresses from our customers by phone and have no option to check/see/correct/whatever mistakes in the recorded email adresses.

    In the past (until end of 2016) the delivery fails have been displayed in the suspended tickets view, where you could check and correct them. Perhaps not the perfect solution, but usable.

    It's not really comprehensible why this functionality has been completely removed from Zendesk!
    In my eyes it's an essentiel function in a customer service that I get a notification when an email can not be delivered to my customer.
    Every simplistic mail client can display this....

    Please solve this issue asap!

    Thanks and regards
    Julian

    5
  • 木嶋諄

    This is a serious flaw.
    Please fix and improve as soon as possible.
    Even though it has been pointed out five years ago, why has not it been improved yet?
    I think that it is basically a necessary function to interact with customers,,,

    5
  • Kilian

    @... Thank you for your hint to Read Receipts. It tested your tool and it works well. Unfortunately we can not use it since it is not compatible with GDPR. In Europe we can not collect these data (read receipt) without an agreement of the user. Getting such an agreement is practically unworkable and it is not realistic that a user would allow us to collect such data. 

    @... is there really no way to determine if an email-adress is wrong or an email is undeliverable? Microsoft Outlook for example informs when emails are not deliverable ... In my eyes you can not just ignore this very important topic! Best customer experience consists of sending and receiving information. I just remember > first comment was in October 2014.

    5
  • Zahida BUCKSUN

    +1 

    We need this functionality.

    Our agent are not informed when an answer is not delivererd. 

    Thank you. 

     

    5
  • Alessandro Deideri

    +1

    4
  • Robert Cwicinski

    +1 (or more). 
    We have quite some clients requesting this.

    Current issues: 

    • Soft bounces
      Out-of-office replies are sent by client email providers saying when somebody is back in the office -> nobody will know that in Zendesk and has therefore no chance to approach alternative recipients.
    • Hard bounces
      if there is a typo/error in the email address nobody will know the email was not delivered. Even if the domain doesn't exist at all (due to DNS errors) there is no information about this. 

    Suggested workarounds:

    • Read receipts -> do not work -> a lot of mail clients prevent this / so you won't have any confirmation here
    • Only work-around is to have the Inbox (i.e. in Outlook) and track if there are any types of bounces. Also thought about monitoring the inbox technically to add internal notes with bounces/bounce-reasons and Tag tickets.

     

    It would be great to get a reply/update here.
    Especially clients who move over from groupware inboxes think this is a step backward.

    Is this feature planned? Is there a timeline?

    Thanks a lot for a response.

    Robert from Leafworks

    4
  • Lianne Geerlings

    +1/upvoted!

    We really need a functionality to see these bounced emails in order to update our database. 

    Especially for e-invoicing purposes, we need to know if an invoice/payment request did not reach the customer.

    Right now I can only retrieve them in our Outlook back up and manually add them into Zendesk. This is costing me

    so much time!

    3
  • Yanina

    +1 to this issue, we need the notification!!!

    3
  • +1 for this. If you use basic email for support you have this functionnality, bu not with a tool like Zendesk !

    3
  • Anton M.

    Agents must be informed when e-mails are hard bounced. Building a workaround process is a good idea for app developers though. 

    3
  • Kristin Arcurio

    Our business really depends on same-day ticket responses and we will require a solution to this issue as we have incurred losses due to agents not getting notified of bounced emails.

    3
  • Reservations

    Is there no update to this?

    We are just realizing that our agents are not being updated if a message bounces.  The ticket system is so linked to e-mail - why is it that there is no common-sense solution to this?

    When a ticket goes out and the requester's e-mail is wrong - even as a primitive solution - why doesn't the bounce just come back to the ticket?  It seems a more sophisticated solution is warranted, tbh, but even the raw bounce notification would let agents know of a problem.

     

    2
  • Sue R

    I would also like to see an update to this issue.  It's the biggest drawback to using Zendesk and has caused no end of problems with customers when we don't know they haven't seen the email due to a data entry mistake.  This seems like a basic issue that should've been addressed at the beginning.

     

    2
  • Hans Latour

    Is there any news about this item? In our implementation bounces are NOT even sent to the "Suspended folder". So we frequently check the original mailbox to find those mails. 

    2
  • Katie Yoder

    This would benefit our group as well.  Finding out if an email is blocked our bounced is far too difficult and often gets missed.

    2
  • Paul

    https://support.zendesk.com/hc/en-us/articles/115007936748-Zendesk-email-and-undeliverable-addresses

     

    When I try to follow this thread I am told that I am not authorised are you able to share @AllenHancock ?

    We really need this feature as we invoice out of zendesk and may of these debts are due to the email not even being received.  We currently have the read receipt app that helps see some read messages but it would be good to know from the outset. 

    2
  • Nicole Saunders
    Zendesk Community Manager

    Hi Paul - 

    That thread was archived as it had gone inactive for over a year. 

    I've flagged this thread for the new PM working on email issues. 

    2
  • Kevin Foster

    @Nicole:

    Shouldn't this be visible as an archived thread, and users are simply not allowed to add new comments?

    It seems like if it's still got useful information that's being referenced by users in an active thread, even if it's not active, it should visible for customers to refer back to and see what's been said. I've been waiting for some action on this topic for well over a year, so it's kinda aggravating that in that time period, a known open issue has been closed out and isn't even viewable anymore...

    2
  • Luke D

    This fairly desperately needs a fix.  It causes no end of trouble for customer service.  bounced e-mail should come back in the ticket thread so agents are aware.  

    This is a gross oversight .

    2
  • Allen Hancock

    Noting that this request is duplicated in https://support.zendesk.com/hc/en-us/community/posts/115007185148-Prioritize-Bounced-Email-Notification

     

    And, the need for notifications of bounced messages is as true now as ever.

    2
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    +1 / upvoted! Please vote on this article so we can get some traction. And on the other article Allen mentioned also!

    2
  • Johannes Ganter

    It's incredibly important to do something about this. We're literally losing out on bookings of customers who submitted their email address with a typo. Just let mailer daemons come through. We can deal with them via the triggers. But not being informed at all, not even in the suspended folder is extremely damaging.

    2
  • Kate Anderson

    This would be a useful feature, we had a scenario where someone received a call and another agent went into the phone call ticket and selected public reply and sent an email however there was no email address under the end user profile so the public reply went no where and the agent had no idea. The person followed up a couple weeks later as they never received a reply and that was when we identified the public reply went nowhere.

    2
  • Anton M.

    7 years have passed. There is still no way to manage bounces. How come, Zendesk?

    I would suggest to flag comments that were not delivered in some way.

    2
  • Kilian

    Thanks Robert Cwicinski for bringing it to the point again!

    2
  • Anders Berggren

    +1.

    This is something that Zendesk should fix.

    1
  • Gil

    Hi Colin,

     

    so, 2 things:

    1. the post you made is not linked to the problem. the problem comes from the fact that agents waste time writing responses that are never read, because they are not sent to a working e-mail address, and nobody really notifies them about it.

    2. the predicament in #1 is nothing short of terrible. I have eschewed telling our support agent that 10% of the tickets he works on just disappear into the ether - he won't be happy. and we're not happy with this either...

    right now the emails are being sent to our gmail account which treats them as fake NDRs, so this is not even something we can override and either way it's wrong to require this from agents.

    you really need to develop a workaround for this, the sooner the better.

    Gil

    1
  • Kevin Foster

    NDR's "Disappear into the ether/ suspended tickets" is not really an acceptable answer. How is it that Zendesk still has no simple "rule" for this?

    if ({{ticket.id}} == {{existingTicket.id}} && {{requester}}== [$mailerDaemonsArray]) && {{Requester}} != {{Expected-OrigRequester}}{
     flag ticket as NDR...

    •••••• More Code••••••


    }

    I'm sure it's more complicated than it seems, but on the surface this seems VERY simple.

    Pull an array of known mailer daemons, compare to tickets that have been suspended because the requester email address does not match the email address the ticket response was received from, and if those match, flag the ticket as NDR, alert the agent, insert a private comment line "NDR @{{requester-address}}", mark status as open (or something to that effect).

    1

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