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Notify users when trying to email to a user without email address
Posted Sep 25, 2023
- Feature Request Summary
When a user has no email address set it's still possible to send a public comment. That message is going nowhere.
- Use Case
A user can be added to your Zendesk environment without setting an email address. For example when you create a user manually or when a user is created automatically when they call you. While the user has no email, it's still possible to send a public message to this user. You have the feeling that you're message is going somewhere, but it ends up nowhere.
- Product limitation or missing feature
Notify the current agent or make it impossible to send public messages when you only have email as messaging option installed.
- Business impact of limitation or missing feature
Agents assuming they're contacting customers, customers without responses. I have no figures, as these cases are pretty hard to spot.
24
18 comments
Shawna James
3
Milena Rusanova
+ 1 for an option to notify the current agent or make it impossible to send public messages when there is no email address stored in the user profile.
I think this could also be part of the bounced emails notification, planned in this post https://support.zendesk.com/hc/en-us/community/posts/4409217588122-Prioritize-Bounced-Email-Notification
If we try to send an email to an invalid email address or not existing email address in the user profile, the agent should receive a notification, that our message could not be delivered + some additional information on the reasons for the delivery failure.
4
Florian
A big plus for this feature. Would be good for us to have this too, as we still have some customers not using mail adresses trying to call us only.
1
Cynthia Box
Please implement this feature - this is needed for accounts using email.
1
Max
Please implement, urgently needed ! thanks
3
Cécile Gao
Hello,
+1 that would be nice to have this in place.
1
Tamara Del Rosario
+1 ! This is necessary !
1
Reba Hoeschler
+1 Please!
1
Amisha Sharma
Hello everyone,
Thanks for providing feedback. We heard you!
We have recently released the UI indication when there is no email address associated with the user. Please let us know if you have any additional feedback on this. Thanks!
0
Florian
Amisha Sharma, thanks for the great news, when is this update going to be distributed?
I just checked our account, but it does not work yet.
0
Sydney Neubauer
Amisha Sharma I can confirm the same thing that Florian is seeing. We had a blank profile with just a phone number and we did not get that error message
1
Sydney Neubauer
Amisha Sharma any update?
1
Sujit Nimkar
Hi Amisha
The UI indication works only when we click on CC in the public response field. This is not the optimized solution as Agents will not click on cc as a standard practice to validate if email id is associated with the user or not. CC will only be used if Agents want to loop in additional recipients.
The indication should work by default without having to click on CC.
1
Amisha Sharma
Hello all,
The current limitaton is that you would need to click into the to/cc field in the composer to see this warning. We do realize this is a limitation and are working towards improving this experience. Thanks!
0
Annelies Boonants
agents send emails to these mail addresses and think they helped the customer, but this is not the case as we don't have an email from the customer.
Can this mail remain empty (so a public comment cannot be sent), or that the agent rather gets an error message when trying to send an email?
=> we work with voicemails, so a lot of those get those ‘fictional without-email’ email addresses, which is very prone for error and not customer centric at all
0
Jesse Miettinen
+1 Needed ASAP. Many customer contacts come without an email address, and I've seen so many tickets with public messages that are pending or waiting, and I've noticed that the customer is missing an email address.
0
Hendrik Mgina
+1 this is a neccessary function.
especially when a customer calls us and an agent tries to follow up with e-mail without realizing that the user has no e-mail connected. The problem would then be easily solved by calling the customer back but we often miss that this has gone wrong.
0
Nayden Penev
This is definitely an urgent business need on our end as well!
0