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Delivery notifications - not visible in Zendesk
Answered
Posted Oct 04, 2021
We have created an external e-mail address in our brand and defined it as the default. Forwarding is confirmed, the SPF entry is valid and the DNS is set up correctly.
If we create a new email ticket and the sent email is not deliverable in the recipient's mailbox. (for example: mailbox is full, mailbox is not known) we do not see a delivery notification in Zendesk.
I already have the address of the mailer daemon on the approval list (/agent/admin/customers). But delivery notifications just don't arrive in Zendesk. There is also nothing in the blocked ticket list.
How can I enable the agent to see if there was a delivery problem with an email ticket?
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2 comments
Russell Chee
Hey Linus,
I hope you are doing well and taking care of yourself! Thanks for creating a community post around an issue you are facing with your Zendesk account. If it's alright with you, I'd like to create a ticket and work with you on this internally as to get to the bottom of this issue. Keep an eye out for my email and speak soon!
Russell
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Peter Hochstrasser
Are you sure that these tickets don't even appear in the suspended tickets view?
What you can do to get a good handle on delivery problems is this:
1. capture all incoming mails to Zendesk in a shared mailbox:
2. capture all outgoing mails into a shared mailbox:
So, capture everything (and set rules in the mailboxes to keep a manageable amount of mails).
As an added goodie, I suggest that you take a look at the plugin Shredder Pro; it is an incredible timesaver when handling suspended tickets.
Yours truly
Peter
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