Prioritize Bounced Email Notification

We also urgently need this feature. Not specifically for emails bouncing from zendesk but we would like to forward bouncebacks from our own email server into zendesk as tickets for our agents to pickup and follow up - as email delivery is our primary service.

Unfortunately even white listing MAILER-DEAMON from addresses doesnt help and they are still rejected.

4 years and still no progress on this?

Hi everyone,

Thanks so much for your feedback here. We’re definitely aware of the need for this and it will be addressed as part of the Email Status project. We are currently in the discovery phase of Email Status and it will focus on surfacing deliverability statuses of emails within the Agent Workspace UI.

Thanks again for your feedback here and I’ll plan to check back in with a further update once we are closer to finishing our discovery work later this year.

We need this feature! We are running into situations where salespeople may be CCd on a ticket response, but the agent accidentally types in the wrong email address. Then the client continues with the salesperson which ends up in a dead-end.

We are looking really silly not being able to say to our Salespeople that we get a bounceback when we send to an undeliverable email address.

This is surprising that this feature is missing, especially since Zendesk Sell has it. We have a need for this - it is too easy to mistype the email address an agent hears on a call with a customer and can lead to confusion and frustration on both sides. 

Any update on the Email Status project? Will we have somekind of solution soon?

+1

This feature is required.I want this feature as soon as possible.

hey @benjamin24

Could we get an update on this please? No further reply from product management in over a year. 

I have plenty of customers who are looking forward to a feature like this. :)

Best,

Amie

We need this feature to enable us to be GDPR compliant. We can't just look at the login status, as some customers never log in, they just subscribe to our Product Information emails (which are Articles).

+1 for this feature as well. 

Shocked to discover that what every normal inbox has (an indication of failed email delivery), Zendesk does not have. 

The oldest support thread I've found on this exact issue was from 2014!  Changes are just around the corner, Zendesk says.  If I want to KNOW an email has sent, then I have to use something other than zendesk, which is a darn shame as Zendesk does a great job with our communications in so many other respects.

@benjamin24 Over a year has passed since your pinned comment, is this still planned? 

Tumbleweeds - given Benji's last comment was 5 months ago he has probably departed the company and this is just hanging

Hi @benjamin24, do you have any updates on that? Your official comment from 2021 states that more information on the topic should have been available end of 2021?

In my company use case we are syncing customers data, including email addresses, from our systems. We are also proactively contacting our customers and it is crucial to know if our message was delivered or not.

If a customer email address is entered incorrect and we send a message through Outlook we would receive a notification that the email was not delivered due to invalid email address. But as we are now using Zendesk for all our communications, our agents will not be notified in any way if they send an proactive email from Zendesk to an invalid email address?!

I suppose Zendesk also receives somewhere a notification for undeliverable proactive messages. How could we access this information until a dedicated View or ticket notifications is available for such cases?

Please give us on update on this functionality? Additionally we require some workaround until this is done. Could you please advise us what workaround could we use to identify undelivered proactive emails from Zendesk?

We can't implement our GDPR handling due to this missing. 

We can't rely on customer logging in to the portal or creating tickets, we need to send Product Information news letters, so we can't delete inactive users willy-nilly.

ベン

https://support.zendesk.com/hc/en-us/community/posts/4409217588122#comment-overview　こちらの問題ですが、投稿から2年経過しています。

ベンは仕事をこの計画を実行する事が出来ないのでしょうか？

Hello, 

What is the status on this feature? Can you please provide us an update on actual step of developpment?

Thanks

May I know any update on this one?

Hello,

this is definitely a function that we need as soon as possible. Aside from possible unnoticed mistakes by service agents that enter a wrong e-mail-adress, we also have an issue regarding proving that we sent out an email for legal reasons. 

Please integrate this basic function! 

Thank you. 

+ 1

It's been at least 5 years that customers have been asking for this feature. Please listen to your customers. 

Hello, we need visibility into how many of our proactive tickets are bouncing. We apparently don't get notifications at all since they aren't being suspended and don't show up anywhere else.

Hi all, thank you for your continued feedback on this feature request.  Wanted to let everyone know that this project, in which we will focus on surfacing email delivery information in Support, has been prioritized by leadership as a top project here at Zendesk, and is on our roadmap.  We are currently working on a technical implementation plan so please continue to add any feedback to this thread so we can track it. I’ll circle back here with more updates once that technical plan is done.  Thanks!

Despite all these voices, and despite all the Zendesk people using Zendesk as users, why are there no feature updates?
I look forward to hearing your comments on the update!

not much is needed for this, simply show me the bounced email notification. Thats it, thats all that is needed.