Notify agent if requester email is bounced or rejected

41 Comentários

  • Kilian Eitzenberger

    Hello, our customers get in touch with us through different webforms. The forms check the email format automatically, but this is not enough to prevent 100% from making a mistake in writing the email adress. 

    Later, an agent will write emails to the customer who will never receive. We cannot notice this issue yet!
    Before using Zendesk, Outlook informed that an email could not be delivered.

    This is a communication basis to know if the sender reaches the recipient. How can we get this information?

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  • David Andrews

    @Killian Our app has the ability to generate read receipts and tag unread tickets. While that does not solve the bounced email issue, it does provide a way to create business rules to address this use case. It is possible to attempt to verify invalid email addresses, but the way many mail servers are set up to thwart spammers leaves the value of that service as questionable. One way to address this is to handle this issue is to address tickets that have not been opened within a certain timeframe.  Our Free app that generates read receipts and tags unread tickets which allows you to do this. You can check it out here: Read Receipts

    David

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  • Lou

    +1 to this. Just had a customer tell us he never got our emails. After a long discussion, it was realized the the email address we were using had 1 extra letter. I check suspended tickets multiple times a day and I've never received a failed email notification.

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  • Julian Kossak

    Hello,

    I totally agree with Kilian!

    Five years without any improvment... It's a huge time in the "online world"....

     

     

    Regards

    Julian

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  • Jonathan

    I recently took matters into my own hands and built a bounce notification system myself using Zapier. This was actually quite easy (no technical knowledge needed) since we relay incoming email over the Gmail servers and Zapier has both Zendesk and Gmail integrations. (If you forward your email from another email service, you have to check if they have an integration with Zapier as well, like Microsoft Outlook.) It works like a charm for me and I hope it will help others as well. This is what my 'Zap' looks like:

    When this happens...

    1. New Email Matching Search in Gmail (from:MAILER-DAEMON@*zdsys.com).

    Do this...

    2. Text - Extract Email Address (from the email's body text from step 1).

    3. Find a Ticket in Zendesk (using the extracted email address from step 2 and order_by:created sort:desc).

    4. Update Ticket in Zendesk (using ticket id from step 3, setting status to 'open' and adding the email's body text from step 1 as comment).

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  • Amber Barnes

    @Jonathan - This is all done through Zapier app integration with Zendesk? Also, Zapier is a monthly cost from what I see. Is that correct?

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  • Jonathan

    @Amber Yes, this was all done through the Zapier app integration with Zendesk AND Gmail.

    And yes, you'll need the monthly 20$ plan to get this to work. (But you might use Zapier for other automations as well - it's a nice service! #nospon)

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  • Sovellin Oy Ltd (EMEA RESELLER) (PRM)

    Any update on this? These notifications as well as out of office replies can be seen as essential infomation for customer services teams. Any plans in the near future on Zendesk side for this?

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  • Krista Zaloudek

    Looks like this has been an ongoing issue for a while and one which will affect our company.

    We are using Side Conversation emails in Support and have no idea when messages our not being delivered. For our agents, they will show that an email was sent, but that is all.

    It sounds like there is functionality in the ZenDesk suite in the Sell product for this, but not Support?

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  • Allen Hancock

    I was thinking about this the other day.. it seems to me maybe it's a spam risk to let us know?

    If that's related, getting notifications for verified emails at least, would be a great start.

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  • David Andrews

    Uou may want to try Read Receipts for Zendesk as a workaround as it will track email opens and you can take action based on unopened emails. It takes less than 30 seconds to install and activate. You can also can generate metrics about email performance by agent, group, tags, macros or triggers along with a few other features.

    https://www.zendesk.com/apps/support/read-receipts-for-zendesk/ 

    0

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