Benjamin Kirsch

Hi Dakotah Poitra , we can remove you from the rollout for the time being while we work through implementing more control for the feature on your end .  Please open a ticket with Zendesk Support and feel free to mention my name, your request with your account information will then make it to my team.

Hi Kasey Knox , the speed in which an error appears is mainly dependent on when a recipient email server decides to send us the failure notice.  As soon as a failure is received within Support, we surface it immediately. 

Hi Stephen Belleau , appreciate the feedback!  I'll discuss it with the team.  And to clarify, would you expect the feature to be disabled for those types of notifications?

Hi Karen Smith , that likely means that there are email notifications being sent out by your triggers on that comment that aren't a part of the To/CC fields in the ticket convo.  You can check the specific Trigger notification that is failing by utilizing the data in the EventLog.

For Kyle Dupont, Elisa Ma, and Suresh S: we can remove you from the rollout for the time being while we work through implementing more control for the feature on your end .  Please open a ticket with Zendesk Support and feel free to mention my name, your request with your account information will then make it to my team.  That will also help me to better track your use cases so we can work on accounting for those in future iterations.

Hi Sydney, regarding Milena's question, she had asked it here but to summarize the answer, this feature will work External Addresses that are connected via Email Forwarding.  Other External Address connected via methods such as the Gmail Connector, SMTP Connector, or Exchange Connector are follow-on improvements that we're considering, which is called out in the note at the top of this article.

For the other two points, those are things that I'm tracking as follow-on improvements and I'll get the article updated to reflect that this initial release doesn't cover Side Conversations or a use case in which an identity doesn't have an email address.   

For the use case in which a user doesn't have an email address on their identity, there is already a warning in the Composer notifying an agent of that.  I understand that your ideal scenario would be to have that warning in this feature's UI (and I'm definitely tracking that), but just wanted to bring up this other feature in case you any feedback I can pass along to the team that implemented it.

Hey all, really appreciate the engagement on this post!  Glad to see everyone excited about the feature and providing feedback.  There’s a few questions so will do my best to get them answered here:

Mare Donohue For your first question, this is something that we can consider adding in the future! I'll track this feedback as a feature request.  A potential solution for your request could be achieved by using the system tag we are adding to the ticket any time there is a failure: that tag could be used in an automation to send out an email to a specific address.

For your second question about Suspended Tickets, that is already possible and discussed in this HC article.

mfg At this time, that is all functionality that we are considering as a part of incremental improvements we will be making to the feature in the future.  I’ve jotted these down as feedback and will continue tracking them!  In the meantime, the Email Notifications API can be used to programmatically access the data powering the feature.

Robby Lawrence 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.

Ronit Gieske As mentioned in the Announcement, the feature will be rolling out over a 2 week period from Feb 10, 2025 to Feb 24, 2025, so it may take some more time for it to be available in your account.  Also, to clarify, the use case you have described is already addressed by another feature mentioned here.

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.

Hey Philipp Metzdorf, 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 I can pass it along to the PM and team that implemented that!

Hi Milena Rusanova, sorry for the confusion there. We've updated that note to be clearer and it now states “Note: This feature does not currently apply to email sent via the Gmail Connector, Authenticated SMTP Connector, and Exchange Connector (EAP).”

Email Status will work for External Support Addresses set up via the Email Forwarding feature.  Based on your comment, it seems like your Support Addresses are set up via that Email Forwarding feature, so you should be covered.

O Espaço de trabalho do agente agora mostra quando não foi possível enviar um e-mail aos destinatários previstos, junto com o código de erro associado a essa falha. Isso ajuda os agentes a entender quais são as próximas etapas que eles precisam realizar para entrar em contato com o usuário final do ticket.

Este anúncio inclui os seguintes tópicos:

• O que mudará?
• Por que a Zendesk está fazendo essa alteração?
• O que devo fazer?

O que mudará?

A Zendesk disponibilizou um novo recurso para o Espaço de trabalho do agente que mostra falhas no envio de e-mails na interface do usuário do Support. Essa alteração afeta todos os usuários do Espaço de trabalho do agente, fornecendo códigos de erro e contexto quando os e-mails associados às atualizações do ticket não são entregues com êxito. A nova funcionalidade melhora significativamente a eficiência das interações de atendimento ao cliente, permitindo que os agentes identifiquem e resolvam rapidamente problemas de envio de e-mail.

A tag de ticket system_email_notification_failure é adicionada aos tickets com falhas no envio de e-mails, permitindo que você crie visualizações ou pesquise por esses tickets.

Uma nova API pública de notificações por e-mail foi lançada para que os dados que alimentam essa nova experiência possam ser acessados de maneira programática.

Por que a Zendesk está fazendo essa alteração?

A Zendesk tem o compromisso de aprimorar a experiência do Espaço de trabalho do agente, oferecendo insights mais aprofundados sobre as comunicações por e-mail. As notificações por e-mail e as conversas por e-mail são fundamentais para nosso modelo de atendimento ao cliente.

Quando as mensagens de e-mail não chegam aos destinatários previstos, o processo de suporte é interrompido, podendo prejudicar a capacidade dos agentes de ajudar os clientes de maneira eficaz. Ao fornecer notificações e códigos de erro claros, pretendemos capacitar os agentes a resolver esses problemas com mais eficiência e manter altos níveis de satisfação do cliente.

O que devo fazer?

Nenhuma ação está associada a essa alteração. Você começará a notar novos elementos nas informações do cabeçalho de qualquer mensagem de e-mail enviado na conversa do ticket e no registro de eventos do ticket para indicar se houve um erro ao enviar um e-mail ao destinatário.

Você pode obter informações adicionais usando o cursor para clicar no ícone indicativo para obter informações sobre o motivo específico da falha e pode consultar nossa documentação para determinar como solucionar problemas. Além disso, os eventos do ticket terão mais informações sobre os gatilhos que geraram a mensagem de falha para auxiliar na resolução de problemas.

Em caso de dúvidas ou comentários a respeito deste anúncio, visite nosso fórum da comunidade, onde coletamos e gerenciamos o feedback dos clientes sobre os produtos. Para obter assistência geral com seus produtos Zendesk, entre em contato com o Suporte ao cliente Zendesk.