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Prioritize Bounced Email Notification
已完成
已于 2017年4月06日 发布
Hello,
I recently perused this support article about Zendesk's handling of bounced email notifications/undeliverable emails. I would like to ask that Zendesk prioritizes creation of a view, and/or agent notification when an email bounces, or the email address is undeliverable. Our organization is proactive on such matters, and we would like this feature ASAP.
Thank you,
Stephanie Smith
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125 条评论
Benjamin Kirsch
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.
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Jakub Tabaka
This has been live for the past few days. I noticed a glitch though
In some cases this note is visible right in the ticket
however in other cases it is only showing up in ticket events. I think it depends whether requester was notified via email sent by a trigger or automation, vs by an agent - but I might be wrong.
Zendesk please can you investigate this. This note would be very handy if it was always visible on the ticket level!
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Julian Kossak
Hi,
I can confirm that.
It seems there are two variations: In the case of the first message in the ticket to the requester that cannot be delivered, the delivery failure is displayed directly in the events AND in the ticket under the comment.
For each subsequent message to the requester, the delivery failure notification only appears after another update of the ticket (by refreshing the browser tab or sending another message, for example).
When multiple messages are sent to the requester, the delivery failure is always shown only up until the penultimate comment, never on the latest comment. At the latest comment the delivery failure is only shown in the ticket events and not visible in the ticket.
I put some screenshots in here for visualisation.
Please check and fix this display issue!
Thanks and regards,
Julian
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Julian Kossak
P.S.: Like refreshing browser tab submitting the ticket also triggers the display of the deliverly failure notice in the ticket…
Seems that's the point: the newest comment triggers not the display of delivery failure when the ticket is updated…
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Shawna James
At this time we are going to close this post for comment since this feature has been released. If you have further feedback for our product team about this feature area please go ahead and create a new feedback post in the Zendesk Community here for our teams to review. Thank you again for being a member of the Zendesk Community and sharing your insights!
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