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Email Header Formatting for the "Reply-To" address

VFX
  • Modifié

Hi,

When we get an offline message, an email notification is sent. The email is from "noreply@zopim.com", but when you hit reply, the reply-to email (and name from the web form) is filled in. 

Unfortunately, the name is not put in quotation marks when there are special characters in the name. See below an example of a real email sent from Zendesk:

The name its self should be in quotation marks. This should make the following:

Example: 

Reply-To: John.Smith@example.com <John.Smith@example.com>

Should be: 

Reply-To: "John.Smith@example.com" <John.Smith@example.com>

 

Please refer to the following articles: 

https://tools.ietf.org/html/rfc5322#section-3.2.1

https://tools.ietf.org/html/rfc5322#section-3.2.3

As an example, I have sent 2 emails from my outlook; One where the name before the email does NOT contain special characters, and one which DOES contain special characters. Outlook behaves as expected as shown in the below screenshots (you can test this yourself if you wish):

Special characters (automatically adds quotation marks): 

No special characters (Does not include quotation marks): 

Please could someone look into this? It is causing errors when replying to emails generated from offline messages if the end user puts an email address (something including the @ or < or > symbols) in the "Name" field (which happens more often than you'd think!) This is the standard for emails (RFC5322, reference documentation at top of post). 

Many thanks,

Zac. 

9 Commentaires

  • Andy Killingsworth

    Hey, Zac. 

    Thanks for bringing this to our attention! We should definitely be following RFC standards for all email deliveries. At this time, I'm going to reach out to you in a private ticket so that our team can continue to investigate this issue and make changes as needed. 

    I'll be in touch soon!

    0
  • VFX

    Hi Andy,

     

    Thank you for your reply. I can see the ticket which you have created. 

    I have sent over the requested information, and if anything else is required let me know and I will be happy to help.

     

    Thanks,

    Zac. 

    0
  • VFX

    Hi,

     

    Is there any update regarding this issue? 

     

    Many thanks,

    zac. 

    1
  • Brett Bowser
    Zendesk Community Team

    Hi VFX,

    It looks like your ticket has been escalated to our Tier 2 support team. They are currently experiencing a high volume of tickets currently which would explain why you haven't received a response yet. Appreciate your patience on the matter and do know we will follow up via your private ticket with more information.

    Cheers!

    0
  • VFX

    Hi,

    Please confirm where this ticket now is? I have had very little / no communication from your support team  and I have provided more than enough evidence that there is an issue.

    You have no validation on your email and name field's, and there's no spam protection at all on the chat widget. The last update (now 2 months ago) is that "I'm very sorry, there is no expectation of a response or an ETA for a fix for this request. " and "Your request has been escalated to the appropriate team. That is all of the information that I have at this time."

    Is anyone actually looking in to this issue? It's been a known bug for very almost 4 years (https://support.zendesk.com/hc/en-us/community/posts/360029402554-Name-field-validation)

    I would have expected better support from a $2.1 billion company who have been in the business for over a decade.

    Regards,

    Zac. 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Zac,

    I looked into the ticket you referenced and our team is hard at work to get this resolved. Apologies if there's been a lack of communication on our end regarding this and do know we greatly appreciate your patience on the matter. 

    I'll reach out to our team looking into the fix to see if we can some additional information sent your way.

    Thanks again for bringing this to our attention!

    0
  • VFX

    Hi Brett,

    So your response to this is to delete the 4 year old thread to hide how bad your support is, and to ignore all emails, promise replies that never come, keep blaming various other departments, and hope that we just forget about these issues? 

    There's still no validation on the name field. The reply-to header is still not being correctly formatted. Still no spam protection. Still no reply from your "T2 support team". 

    We should have listened to your trust pilot reviews, 75% 1* reviews. I've added my own for reference.

    Regards,

    Zac. 

    1
  • Brett Bowser
    Zendesk Community Team
    Hey Zac,
     
    Apologies if you haven't received a response from our T2 team and I assure you that we are not trying to avoid the issue here.
     
    The reason the post you referenced was archived is due to the lack of engagement from other users. There had been no upvotes or comments on that feedback post for a few years now so we made the decision to archive.
     
    The post has not been deleted as we do believe this information is still important to our Product Managers so rest assured this information is still available to them.
     
    As for your ticket, I double checked and it does look like the team replied with the following:
     
    We are happy to announce that our Dev team has rolled out a fix for this.
     
    We apologize for the inconvenience.
     
    Please let us know if you have any more questions, or experience any more problems. 
     
    Warm Regards
     
    It sounds like maybe you missed this email or it was delivered to your spam folder? In either case, if you're still experiencing issues with the email headers, we will definitely want to look into this with you.
     
    I'm happy to create a new ticket on your behalf so we can gather some additional information from you.
     
    Let me know if this is how you'd like to proceed. 
     
    Thanks!
    0
  • VFX
    • Modifié

    Hi Bret,

    I can see several other topics with no comments / posts for several years ; just search a random word in your forums search and go to the end, many, many posts from back in 2015 with no recent replies / likes / comments (same time frame + even on the same sub-forum). 

    I can't see the reply from your team, If it was sent then it may have gone through to junk (if this is the case it's deleted by now because our junk emails only hold for a certain time period). Either way, regardless of if an update was sent, the bug isn't patched. I've attached below a screenshot for reference from earlier today. You can see no quote marks. It also accepts all non-alpha numeric characters (some of which can crash outlook when reply is pressed if used maliciously) such as ﷽ (yes this is defined as 1 character and there are many others like it).

    To be completely honest this is now wasting my time, I'm not going to provide any more information to the ticket. You have the information required, you know how to re-create the bug, you know that we want a filter put on the "Name" field to only accept alpha-numeric characters, you know that we aren't happy with the fact that there's no spam protection, and finally you know that your email headers are not formatted correctly according to common practise / email formatting standards (which has been documented and evidenced in detail). I don't know what else you want me to do to get this patched, I've had to chase this for nearly a year now and the bug has been known for 4+ years. I'm fed up of having to chase, test, chase, test, chase, test etc. 

    Regards,

    Zac.

     

    0

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