Announced on	Rollout starts	Rollout ends
February 10, 2025	February 10, 2025	February 24, 2025

Agent Workspace now shows when an outbound email failed to be delivered to its intended recipients along with the error code associated with that failure. This helps agents understand what next steps they need to take to reach their ticket’s end user.

This announcement includes the following topics:

What's changing?
Why is Zendesk making this change?
What do I need to do?

What's changing?

Zendesk has delivered a new capability for Agent Workspace that enhances the visibility of outbound email delivery failures and surfaces those delivery failures in the Support UI. This change impacts all Agent Workspace users, providing them with error codes and context when emails associated with ticket updates are not successfully delivered. The new functionality significantly improves the efficiency of customer service interactions by enabling agents to quickly identify and resolve email delivery issues.

The system_email_notification_failure ticket tag is added to tickets with outbound email delivery failures, allowing you to create views or search for these tickets.

A new public Email Notifications API has been released so that the data that powers this new experience can be programmatically accessed.

Why is Zendesk making this change?

Zendesk is committed to enhancing the Agent Workspace experience by offering deeper insights into email communications. Email notifications and threaded email conversations are foundational to our customer service model.

When email messages fail to reach their intended recipients, it disrupts the support process and can hinder agents' ability to assist customers effectively. By providing clear notifications and error codes, we aim to empower agents to resolve these issues more efficiently and maintain high levels of customer satisfaction.

What do I need to do?

There’s no action associated with this change. You will begin noticing new elements in the header information for any outbound email message in the ticket conversation and the ticket events log to indicate if an email failed to be delivered to a recipient.

You can gain additional insights by using your cursor to click on the failure icon to get information about the specific failure reason and can refer to our documentation to determine how to troubleshoot. Additionally, ticket events will have more information about the triggers that generated the failed message for further troubleshooting.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.