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.


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22 comments

Amisha Sharma any update?

1


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


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


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


+1 Please!

1


+1 ! This is necessary  !

1


Hello, 

+1 that would be nice to have this in place. 

1


Please implement, urgently needed ! thanks

3


Please implement this feature - this is needed for accounts using email. 

1


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


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