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Scott Mcloud

Joined Sep 22, 2022

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Last activity May 30, 2024

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ACTIVITY OVERVIEW

Latest activity by Scott Mcloud

Scott Mcloud commented,

Community comment Feedback - Ticketing system (Support)

Here's a “greatest hits” compilation.

 

Posted Oct 30, 2014

So, I'm surprised I never thought of this until now, but it seems like an oversight to me. Maybe I'm missing something? Here's the scenario:

We have an environment where tickets are created using the API from a contact form on our site where the user enters their email address.

When an agent responds to the ticket, what if the email address the requester entered is wrong? If the message is rejected or bounced, the agent would never know! They would go on thinking this person is ignoring them and not have any sort of idea that the requester never got the message.

Can we add some way for Zendesk to notify the agent that the reply was not received? Would be pretty nifty.

Thanks!

 

 

Posted Apr 06, 2017

Hello,

I recently perused this support article about Zendesk's handling of bounced email notifications/undeliverable emails. I would like to ask that Zendesk prioritizes creation of a view, and/or agent notification when an email bounces, or the email address is undeliverable. Our organization is proactive on such matters, and we would like this feature ASAP.

Thank you,

Stephanie Smith 

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Max McCal

Zendesk Product Manager

Apr 07, 2017

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Hey, Stephanie - This feature is planned. It's still a little ways out (we're focused on some security and reliability concerns in our email platform at the moment), but we have it in mind for the near future.image avatar

Nicole Saunders

Zendesk Community Manager

Apr 26, 2018

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Hey Ben - 

It was in mind for the near future but I do not believe it has been built yet. I'll check in with the Product team to see what the status is. 

 

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Nicole Saunders

Zendesk Community Manager

Feb 19, 2019

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Hi Ben, 

My apologies! This one slipped through the cracks somehow. 

The product team is making several updates to workflows in Support over the coming year. They are currently evaluating the views functionality, but do not have specifics to share on whether they will be making any changes or adding any specifics around which view filters they may or may not be adding. 

 

Rachel Orio

Jul 06, 2021

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Hi Moshe,

This is currently being worked on, unfortunately, we are unable to provide more concrete detail yet but we are working towards a feature - Email Delivery Status - that will surface delivery status within the ticket. Stay tuned for the announcement on when this will be released.

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Benjamin Kirsch

Zendesk Product Manager

Aug 04, 2021

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Hi everyone,

Thanks so much for your feedback here. We’re definitely aware of the need for this and it will be addressed as part of the Email Status project. We are currently in the discovery phase of Email Status and it will focus on surfacing deliverability statuses of emails within the Agent Workspace UI.

Thanks again for your feedback here and I’ll plan to check back in with a further update once we are closer to finishing our discovery work later this year.

 

Benjamin Kirsch

Zendesk Product Manager

Aug 08, 2023

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Hi all, thank you for your continued feedback on this feature request.  Wanted to let everyone know that this project, in which we will focus on surfacing email delivery information in Support, has been prioritized by leadership as a top project here at Zendesk, and is on our roadmap.  We are currently working on a technical implementation plan so please continue to add any feedback to this thread so we can track it. I’ll circle back here with more updates once that technical plan is done.  Thanks!

 

Shawna James

Community Product Feedback Specialist

May 15, 2024

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Hi everyone! I wanted to provide a quick update here. I spoke with our product teams who confirmed that this feature is still on the roadmap and in discovery for this year. I wanted to make sure folks following along knew that this was top of mind and being worked on. Thank you for your patience here and we look forward to having more information for you soon here! 

View comment · Posted May 30, 2024 · Scott Mcloud

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Scott Mcloud commented,

Community comment Feedback - Ticketing system (Support)

Hi Shawna.
I do appreciate the update, but pardon the immense level of skepticism I have to treat it with.  This particular thread is from 2017!  And that isn't even the oldest thread about the issue.  The first one I found is from 2014.  That is 10 years ago in case math is hard.  And almost every year there is a friendly “Hey folks, this is a high priority issue that we expect to have implimented by year's end.”  I would LOVE to hear an explanation as to why a feature that every other mail system I've seen has, is taking 10+ years to accomplish.  You are lucky I am not in charge of purchasing at my company.  Trust me, I will never recommend your product, despite its other fine features.

View comment · Posted May 30, 2024 · Scott Mcloud

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Scott Mcloud commented,

Community comment Feedback - Ticketing system (Support)

The oldest support thread I've found on this exact issue was from 2014!  Changes are just around the corner, Zendesk says.  If I want to KNOW an email has sent, then I have to use something other than zendesk, which is a darn shame as Zendesk does a great job with our communications in so many other respects.

View comment · Posted Sep 22, 2022 · Scott Mcloud

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Scott Mcloud commented,

Community comment Feedback - Ticketing system (Support)

Hi Benjamin,

I remain patient, but I have to note that an identical "we are working on this for later this year" was added to a different support chain, but it was dated in early 2021.

View comment · Posted Sep 22, 2022 · Scott Mcloud

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Scott Mcloud commented,

CommentHow to solve issues with the email channel

But the real problem with Zendesk is that we DON'T get notifications when an email fails to deliver, rendering impotent any attempt to assure confirmation of emails.

View comment · Posted Sep 22, 2022 · Scott Mcloud

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