Neil Mathes

Hi Benjamin Kirsch

I agree with Kristian, above; I'm not convinced that outbound email bounce reporting would have any impact or relevance here.  This issue is for requesters with no email address.  An agent saves a Public Reply >> the agent assumes the Public Reply notification is sent to the requester.  However, no email is sent because the requester does not have an email address.

Technically, this functionality makes sense.  No email address = no email sent.  The issue is that Zendesk lets my notification trigger fire & fail without any indication it failed.  I described this pretty thoroughly in my original post (https://support.zendesk.com/hc/en-us/community/posts/4408868307866-Notification-if-No-Email-Address-Associated-with-Requester/comments/4643424118170).

I hope you will revisit this topic before excluding it from future planning.  I think either we are misunderstanding your update, or you are misunderstanding the stated issue.  Thanks for your help.

+1 Piling on to the need here.

At present, I'm occasionally reminding our agents to "Be sure to glance over to the right at the Zendesk User Data app widget to ensure the requester has an email address when you save a Public Reply", but this is a pretty inefficient approach.

I understand that one is not required to send notifications to requesters for Public replies, so ZD may not want to implement a universal data validation restriction.  However, email notifications to requesters for Public replies is default Zendesk behavior, so at the very least a soft / dismissible / ignorable pop-up or warning would be appropriate.

Going one step further, I would even settle for a trigger condition for "requester has no email address", which I could use to send the agent an email afterwards.  For example, "FYI: You just sent an email to nowhere on #12345."  To be clear, an in situ warning would be preferable.