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
Hey, Stephanie - This feature is planned. It's still a little ways out (we're focused on some security and reliability concerns in our email platform at the moment), but we have it in mind for the near future.
Hi Team,
What constitutes the 'near future'? This issue is a concern for our business as well, and the last update on this was over a year ago.
Cheers
Hey Ben -
It was in mind for the near future but I do not believe it has been built yet. I'll check in with the Product team to see what the status is.
Agreed, this is an important feature to build please!
Indeed. How can I close a ticket that has no response if I can not fundamentally see if the email bounced? If the EU does not respond that is one thing I can accept. I am actually so surprised you do not show this. We recently asked about this and they pointed to an app we need to purchase above our current ZD licensing?
I am excited to see the new DMARC option within Zendesk.
With every increase in spf/dkim/dmarc enablement, messages are subjected to more scrutiny. We need, now more than ever, to get notifications when messages our Zendesk sends bounce back.
Until then, we might need to create a workflow that looks for any ticket where our agent was the last to ask a question, and open a ticket with Zendesk to ensure that there were no bounces.. else we don't know if the user just didn't get around to answering, or never saw our ticket update.
Note, this is duplicate of https://support.zendesk.com/hc/en-us/community/posts/203600326-Notify-agent-if-requester-email-is-bounced-or-rejected
+1 / upvoted! Please vote on this article so we can get some traction. And on the other article Allen mentioned also!
+1, This feature is much needed and needing to write a workaround for a normal workflow is very much a pain point.
+1!
Our customer service really need this feature, some customer open several tickets after the reply because the email address is incorrect.
That awkward moment when the Community Manager takes longer than 10 months to update you on the status of this feature.
Hi Ben,
My apologies! This one slipped through the cracks somehow.
The product team is making several updates to workflows in Support over the coming year. They are currently evaluating the views functionality, but do not have specifics to share on whether they will be making any changes or adding any specifics around which view filters they may or may not be adding.
Our organization is also struggling with this issue, so much extra work to keep having to look in the backup support gmail account. Looking forward to more information on this feature!
You can add another to the list! Same issue here that our company has deemed a blocker to utilizing Zendesk in full
Our company also have the problem, that we didn´t get any feedback when an outgoing mail was blocked by the receiptant. Please find a solution.
Hi Ben -
No updates, and I don't expect to have any for a while, unfortunately. :/
Vote for this feature add!! we recently had a string of bounces and likely user error/spam/junk outs but can't differentiate btwn the two and have no way of knowing when this happens. For our business, this has created a massive public issue damaging to our brand's CX image as our customers post publicly on social media that they have emailed multiple times w/o a response etc.
+1 here as well.
We probably get about 20+ undelivered messages per day here, and the only way for us to know if something doesn't go through is if we watch the actual mailbox itself and manually review each instance. Definitely not ideal for us or our customers who never hear from us.
I agree, this in my opinion is an essential feature. I hope that it expedited and will soon be on on the “to do” list.
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Hi Sander -
We will be sure to update this thread, though I do not expect to have any details for a few months yet, and cannot guarantee that this request will be fulfilled. But I have passed the feedback to the appropriate product teams for review.