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Email errors are NOT reported in the side conversation!
Posted Mar 19, 2024
I created a support ticket for Zendesk, but they asked me to post the issue here.
LIMITATION:
Our agents are not alerted (in their side-conversation emails) when target email has errors like this one (or similar):
Error "550 5.1.1 User Unknown
In other words, it seems that Zendesk is filtering-out these errors, and this is NOT good for our workflows. As there is no reply, the ticket will remain in PENDING status forever instead of returning to OPEN status with error clearly reported!
And, here is the ANSWER from Zendesk:
Our dev team had replied to our question internally and confirmed it is expected, currently we have a limitation and those responses are not added to side conversations. Devs are internally chatting about it, but a solution is not yet in the roadmap.
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Thanks,
Marco
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2 comments
IT - Jill Emerson
We have the same issue and agree that it needs to be addressed. SOON
0
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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