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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

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Russell Chee

Zendesk Customer Care

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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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:

  • have your support mail address registered as a distribution list which
  • delivers mails to both your Zendesk mail as well as to a shared mailbox.

2. capture all outgoing mails into a shared mailbox:

  • go to Settings, Tickets, e-mail Archiving to specify the address of the 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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