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How to manage wrong email addresses of customers?
Answered
Posted Aug 11, 2023
Hello,
We have a global Operations team based out of multiple countries and at times during an email conversation the teams add incorrect email addresses in the CC (Which creates contact on Zendesk).
The problem is that other teams without cross checking then use the same email.
This has caused a lot of miscommunications between the teams and the customers because the customers say that they never received our email (Because it was wrongly added initially).
How can we solve for this? Any suggestion?
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4 comments
Hiedi Kysther
Hi karankuwarbidxb,
Currently, we don't have a way of knowing if the added email address in CC is incorrect. But, our Product Team is currently working on Bounced Email Notification. This project is in the works already but we don't have an ETA when this will be launched. I suggest upvoting this post to add more traction and help prioritized this feature request: Priorized Bounced Email Notification.
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Shyanne Lawrence
are there any enhancements to this/was there a solution for removing incorrect emails from populating in a ‘to’ field?
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Francis Casino
Currently, there are no built-in features in Zendesk to automatically remove incorrect email addresses from the 'To' field. However, to mitigate this issue, consider implementing third-party email validation tools that can check the validity of email addresses before they are added. Providing training for agents on proper email entry and creating standard operating procedures can also help reduce errors. Additionally, using custom fields for email entry with validation rules may further assist in ensuring correct formats. The upcoming Bounced Email Notification feature from Zendesk will notify users when emails to incorrect addresses bounce back, aiding in the identification of invalid entries. Engaging with the Zendesk community by upvoting relevant feature requests and conducting regular audits of email addresses in your system can also help maintain a cleaner database.
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Bruno Gabriel
+1
This feature will be available for testing?
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