Notify users when trying to email to a user without email address

Hi 5895537231642 - these are different items. One is a hover over to see the error (currently available) and the other is a bounceback error stating no valid email.

The issue with the current functionality is that it requires agent action to expand the to and CC field then hover over the email to see the address is not valid. 

The question I had was if the bounceback would include no emails so it would not require the manual effort to notice the issue

Hey Sydney, I reached out to our product team who let me know that feature already exists within the To and CCs section of the Composer .  See “Step 5” under the To CC a user from the ticket interface section.  

If you have any feedback on that feature please do let us know. Thank you!

Is this going to be addressed with the bounceback errors that are rolling out? Understanding email delivery failures in the Zendesk Agent Workspace – Zendesk help

This is definitely an urgent business need on our end as well! 

+1 this is a neccessary function. 

especially when a customer calls us and an agent tries to follow up with e-mail without realizing that the user has no e-mail connected. The problem would then be easily solved by calling the customer back but we often miss that this has gone wrong.

+1 Needed ASAP. Many customer contacts come without an email address, and I've seen so many tickets with public messages that are pending or waiting, and I've noticed that the customer is missing an email address.

agents send emails to these mail addresses and think they helped the customer, but this is not the case as we don't have an email from the customer. 

Can this mail remain empty (so a public comment cannot be sent), or that the agent rather gets an error message when trying to send an email?

=> we work with voicemails, so a lot of those get those ‘fictional without-email’ email addresses, which is very prone for error and not customer centric at all

Hello all,

The current limitaton is that you would need to click into the to/cc field in the composer to see this warning. We do realize this is a limitation and are working towards improving this experience. Thanks!

Hi Amisha

The UI indication works only when we click on CC in the public response field. This is not the optimized solution as Agents will not click on cc as a standard practice to validate if email id is associated with the user or not. CC will only be used if Agents want to loop in additional recipients. 

The indication should work by default without having to click on CC.