Notify users when trying to email to a user without email address
Publicado 25 de set. de 2023
- Feature Request Summary
When a user has no email address set it's still possible to send a public comment. That message is going nowhere.
- Use Case
A user can be added to your Zendesk environment without setting an email address. For example when you create a user manually or when a user is created automatically when they call you. While the user has no email, it's still possible to send a public message to this user. You have the feeling that you're message is going somewhere, but it ends up nowhere.
- Product limitation or missing feature
Notify the current agent or make it impossible to send public messages when you only have email as messaging option installed.
- Business impact of limitation or missing feature
Agents assuming they're contacting customers, customers without responses. I have no figures, as these cases are pretty hard to spot.
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22 comentários
Shawna James
0
Sydney Neubauer
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
1
Shawna James
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!
0
Sydney Neubauer
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
1
Nayden Penev
This is definitely an urgent business need on our end as well!
0
Hendrik Mgina
+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.
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Jesse Miettinen
+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.
0
Annelies Boonants
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
0
Amisha Sharma
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!
0
Sujit Nimkar
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.
1
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