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Zendesk to send alerts/notifications to ZD Admins if email forwarding is not working as expected



Posted Feb 27, 2023

Hi,

Currently if we connect external email address to zendesk instance and complete forwarding - we can send emails from our Zendesk instance on behalf of this external email address.

The problem is that if something changes in the settings, and email forwarding is not working as expected anymore, there is no notifications or alerts on Zendesk side, that can catch admin's attention to double check the forwarding settings for the affected email.

For example: We connected email XXX to Zendesk, SPF&DNS settings are done properly, we can send emails from Zendesk on behalf of this email address and all emails sent to this email address appear in Zendesk.

BUT if something is wrong with the settings for forwarding/spf/dns - the only way for us as admins to know it is to go to email settings and to manually check on "verify" button for each abovementioned parameter. We had an instance affected where forwarding has been broken for a long period of time (8 months), but since there are no alerts in Zendesk - we were not aware about it.

Please, check this and consider adding some form of notification for Admins to be aware of such issues.


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This is very much required as we are not aware if something is not working at background. 

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Benjamin Kirsch

Zendesk Product Manager

Hey Boyan, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

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