Luiz Ricardo Silveira

I'm facing a problem in Zendesk very similar to this. A common issue is when users enter their emails incorrectly through the contact form on our website. We have no way of knowing if the emails are correct, if the messages were delivered, or if there was a failure. I'm looking for suggestions or alternatives to address this issue. I know there are some apps in the marketplace, but I believe this is a simple feature that should be included in the platform itself.

The ideal would be to have a filter option to display tickets that resulted in email message delivery failure.

If at least full access to the email inbox was provided, we could analyze the bouncebacks to find out which messages were not delivered.

This limitation also affects my relationship with customers.

It is not uncommon for a requester's email address to be temporarily unavailable (inbox full, suspended hosting, etc.). When this happens during ticket interactions, we have no way of knowing when the requester did not receive the message.

This causes several setbacks in the relationship and can even impact the company's revenue. We have had cases where customers wanted to upgrade their service plans but didn't receive our proposal, instances where customers got frustrated with our customer service, thinking we hadn't responded, and many other situations.

Seeing the delivery status is essential because it allows us to try resending the message if the delivery failure is a soft bounce, or attempt another communication channel if it's a hard bounce.

I agree. Actually, I can swear that "Views" had automatic refresh until recently. Or am I wrong?