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Undeliverable email not resulting in a ticket

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Phil Dyer

Publication le 15 juin 2021

We provide a solution (outside of Zendesk) that results in emails to our clients. If clients respond to these emails, a ticket is created as we would expect. If however, the email generated by our system results in an undeliverable mail message from the clients mail provider, this is not resulting in a ticket. We would like tickets to be created so that we can manage the undeliverable email address. 

Thank you, Phil

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    Dave Dyson

    Hi Phil,

    Have you checked to see if these undeliverable email notifications are becoming Suspended Tickets in Zendesk? Here's how to check for these, and how to recover them so they become tickets (note that this is a manual process, there's no way to automate it): Viewing, recovering, and deleting suspended tickets

    If so, you could have Zendesk send notifications to yourself who whoever you want, in order to keep an eye out for these: Setting up suspended ticket notifications

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