Prioritize Bounced Email Notification

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82 Comentarios

  • Comentario oficial
    Benjamin Kirsch
    Zendesk Product Manager

    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!

  • Ben Jackson

    Hi Team,

    What constitutes the 'near future'? This issue is a concern for our business as well, and the last update on this was over a year ago.

     

    Cheers

    8
  • Max McCal
    Zendesk Product Manager

    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.

    6
  • Mike Bombich

    It seems weird to have to ask for this functionality. Humans make mistakes, computers are supposed to deal with them. If Zendesk's SMTP service fails to deliver an email to "joeuser@email.om" because "email.om" is unresolvable, it's absurd to not immediately add that result to the ticket and mark the ticket open. For the support request to just fall into the void and the customer nor the agent is none the wiser, that's just astonishingly unprofessional.

    I'm just dumbfounded that this issue ever existed at all, and more so that people have been asking for it for YEARS and it's not implemented. This is basic functionality for a service that facilitates email interactions between people.

    6
  • Dennis Heim blitzer.de

    Our company also have the problem, that we didn´t get any feedback when an outgoing mail was blocked by the receiptant. Please find a solution.

    5
  • Jonathan van der Bruggen

    Posted this in another post a while ago, but I'm posting it here as well as I hope it will help some people.

    I took matters into my own hands and built a bounce notification system myself using Zapier (#nospon). This was possible since we relay incoming email over the Gmail servers and Zapier has both Zendesk and Gmail integrations. (But they also have Microsoft Outlook and more.)

    Zapier basically tracks Gmail for bounced emails. When it finds one it'll search for the corresponding ticket in Zendesk and updates it (open + comment).

    This is what my Zapier configuration looks like:

    When this happens...

    1. New Email Matching Search in Gmail (e.g. from:MAILER-DAEMON@*zdsys.com)

    Do this...

    2. Extract Email Address

    3. Find Ticket in Zendesk (make sure to use order_by:created sort:desc)

    4. Update Ticket in Zendesk

    5
  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    +1 / upvoted! Please vote on this article so we can get some traction. And on the other article Allen mentioned also!

    4
  • Ian Rayner

    I agree, this in my opinion is an essential feature. I hope that it expedited and will soon be on on the “to do” list.

    4
  • Nicole Saunders
    Zendesk Community Manager

    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. 

    3
  • Mark Fly
    Zendesk Luminary

    Indeed. How can I close a ticket that has no response if I can not fundamentally see if the email bounced? If the EU does not respond that is one thing I can accept. I am actually so surprised you do not show this. We recently asked about this and they pointed to an app we need to purchase above our current ZD licensing?

    3
  • Watchman Monitoring

    I am excited to see the new DMARC option within Zendesk.

    With every increase in spf/dkim/dmarc enablement, messages are subjected to more scrutiny. We need, now more than ever, to get notifications when messages our Zendesk sends bounce back. 

    Until then, we might need to create a workflow that looks for any ticket where our agent was the last to ask a question, and open a ticket with Zendesk to ensure that there were no bounces.. else we don't know if the user just didn't get around to answering, or never saw our ticket update.

    Note, this is duplicate of https://support.zendesk.com/hc/en-us/community/posts/203600326-Notify-agent-if-requester-email-is-bounced-or-rejected

    3
  • Justin D Mortimer

    +1, This feature is much needed and needing to write a workaround for a normal workflow is very much a pain point.

    3
  • Daniel

    +1 for this feature. Disappointing the age of these threads requesting this feature but no progress. 

    3
  • Alison Gibbons

    +1 for this feature. I agree that it is disappointing no progress has been made in 2.5 years considering email is the most common form of communication.

    3
  • Ulrike Kivelä

    Agreed, this is an important feature to build please!

    2
  • Alessandro Deideri

    +1!

    Our customer service really need this feature, some customer open several tickets after the reply because the email address is incorrect.

    2
  • Ben Jackson

    That awkward moment when the Community Manager takes longer than 10 months to update you on the status of this feature.

    2
  • Sander de Ruiter

    Our organization is also struggling with this issue, so much extra work to keep having to look in the backup support gmail account. Looking forward to more information on this feature!

    2
  • Bernd Fleischer
    Also our company needs feedback on undeliverable emails
    2
  • Alexis

    Vote for this feature add!!  we recently had a string of bounces and likely user error/spam/junk outs but can't differentiate btwn the two and have no way of knowing when this happens.  For our business, this has created a massive public issue damaging to our brand's CX image as our customers post publicly on social media that they have emailed multiple times w/o a response etc.

    2
  • Timothy Kong

    Please advise when we can get this feature.

    2
  • Ben Jackson

    3 years on, and this is still a concern for multiple users, despite this being slated for development 'in the near future'.

    If Zendesk can build a spam filter that can consume emails that have a 'no-reply' email, SURELY it shouldn't be too difficult to build a feature that consumes postmaster/non-deliverable notifications?

    Why would I bother even using Zendesk if my email client can provide basic functionality that Zendesk seems to be unable or unwilling to replicate?

    Honestly, give one of your developers two weeks of free time (maximum!) and I 'm sure they could build something usable.

    2
  • Susan Sack

    This is a big issue and ridiculous that it is not native- PLEASE FIX ASAP!

    2
  • Ben Jackson

    Not all heroes wear capes. Thank you Jonathan! We have a Zapier account, and will implement this hack!

     

    Still super disappointing that Zendesk won't solve this problem.

    2
  • Alexandra Torres

    This feature is really basic functionality and a necessity of support email ops. Please develop!

    2
  • 金子美玲

    Despite all these voices, and despite all the Zendesk people using Zendesk as users, why are there no feature updates?
    I look forward to hearing your comments on the update!

    2
  • Spécialiste PEB Travaux (Cen)

    Our customer service also really need this feature, so no informations is lost.

    1
  • Nicole Saunders
    Zendesk Community Manager

    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. 

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi Sander -

    We will be sure to update this thread, though I do not expect to have any details for a few months yet, and cannot guarantee that this request will be fulfilled. But I have passed the feedback to the appropriate product teams for review.

    1
  • Amber Barnes

    You can add another to the list! Same issue here that our company has deemed a blocker to utilizing Zendesk in full

    1

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