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Prioritize Bounced Email Notification

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Data ultimo post: 06 apr 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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125 commenti

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Benjamin Kirsch

Zendesk Product Manager

Hi Jon Thorne at this first release Side Conversations will not be covered.  I'll take your feedback and chat with the Side Conversations team about this.  I agree, getting this feature included in Side Conversations will be important.

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This has been live for the past few days. I noticed a glitch though

In some cases this note is visible right in the ticket

however in other cases it is only showing up in ticket events. I think it depends whether requester was notified via email sent by a trigger or automation, vs by an agent - but I might be wrong.

Zendesk please can you investigate this. This note would be very handy if it was always visible on the ticket level!

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Hi, 

 

I can confirm that.
 

It seems there are two variations: In the case of the first message in the ticket to the requester that cannot be delivered, the delivery failure is displayed directly in the events AND in the ticket under the comment.


For each subsequent message to the requester, the delivery failure notification only appears after another update of the ticket (by refreshing the browser tab or sending another message, for example).
 

When multiple messages are sent to the requester, the delivery failure is always shown only up until the penultimate comment, never on the latest comment. At the latest comment the delivery failure is only shown in the ticket events and not visible in the ticket.

 

I put some screenshots in here for visualisation.

 

Please check and fix this display issue!

 

Thanks and regards,
Julian

 

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P.S.: Like refreshing browser tab submitting the ticket also triggers the display of the deliverly failure notice in the ticket…
Seems that's the point: the newest comment triggers not the display of delivery failure when the ticket is updated…

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Shawna James

Community Product Feedback Specialist

Thank you for your feedback here, I've confirmed with our product team that this is not a glitch or bug, users need to refresh the screen to see the error. When you submit a comment on a ticket, it automatically refreshes the page, which is why you're seeing it on the penultimate comment but not the most recent.
 
At this time we are going to close this post for comment since this feature has been released. If you have further feedback for our product team about this feature area please go ahead and create a new feedback post in the Zendesk Community here for our teams to review. Thank you again for being a member of the Zendesk Community and sharing your insights!

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