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
Since end users can have multiple emails / email aliases, and email aliases have deliverable statuses, including volume of misses, it would be helpful to include that alias information when querying/viewing those end user records.
Many servers don't send bounce statuses, but if one alias is undeliverable, it stands to reason that the other may be undeliverable as well.
I did not even know earlier that we do not get notified of emails being bounced back until we did the gmail connection. And now we have to spend at least an hour daily to check these bounce back of emails. Its one of the most basic feature that we need when communicating with members via email.
Found out today that there is 0 information on non deliverable emails or bounced emails.
More than this, the issue is unsolved for more than 5 years...
Sorry to say this but if we would have known this before we would have chosen another ticketing system.
At the moment we are considering moving away from Zendesk.
We have the same problem. If one of our customers gives us an incorrect e-mail address or the person in charge makes a wrong note of an e-mail address (e.g. due to a telephone note), they do not receive a response when they send an e-mail to this incorrect address.
This leads to a negative customer experience because the customer thinks that no reply has been sent.
We would like to see a message similar to the "Not delivered" messaging if an email could not be delivered to the end customer.
Hello, would you have any updates on this feature?
Thanks!
It's almost been 7 years since this was first raised. Is there an update about the progress for this?
重要なメールを送信するため、エラー検知できるようにしていただきたいです。
実装しているとの事ですので、アップデートを期待しております！
Hi,
@zendesk support, this issue has been reported in 2018 and no enhancement has been done till date to address this issue. We are having major issues with auto response email some of them are not even landing in suspended view and it is impacting our business ability to work efficiently.
Hope you guys come up with some solution soon.
Thanks
Looks like we're still waiting to hear anything about this after SEVEN MONTHS. +1 times a million - how is this not a default feature?
We also use Zendesk to reply to invoices and reminders, using a sender email address that is connected to Zendesk to send the invoices. However, as we cannot see the replies to bounce mails, we have no control over whether the customer can be reached at all at the last known address.
This inadequacy forces us to build processes around Zendesk.
Since the problem of bounce mails has apparently been known for several years, it would be appropriate to offer customers a solution.
How do we get visibility into bounced / undeliverable emails that come out of ZD? Suspended tickets does not include bounced notifications. Please advise?
Same Problem over here: Our Agents have used wrong E-Mailaresses as Requester-Contact (after changing the Requester to another Requester). So the message has never reached the Contact and our Agent never get informed about that. Furthermore, we have that issue within “Sideconversations”: We don´t receive undeliverability-notifications within a ticket. That results in major operative issues ….
I guess we should have figured out that some emails were bouncing but now I'm wondering how many thousands of customers did not get the outreach they expected. This feature is way more important to me than additional AI implementations.
Hi Shawna.
I do appreciate the update, but pardon the immense level of skepticism I have to treat it with. This particular thread is from 2017! And that isn't even the oldest thread about the issue. The first one I found is from 2014. That is 10 years ago in case math is hard. And almost every year there is a friendly “Hey folks, this is a high priority issue that we expect to have implimented by year's end.” I would LOVE to hear an explanation as to why a feature that every other mail system I've seen has, is taking 10+ years to accomplish. You are lucky I am not in charge of purchasing at my company. Trust me, I will never recommend your product, despite its other fine features.
Here's a “greatest hits” compilation.
Posted Oct 30, 2014
So, I'm surprised I never thought of this until now, but it seems like an oversight to me. Maybe I'm missing something? Here's the scenario:
We have an environment where tickets are created using the API from a contact form on our site where the user enters their email address.
When an agent responds to the ticket, what if the email address the requester entered is wrong? If the message is rejected or bounced, the agent would never know! They would go on thinking this person is ignoring them and not have any sort of idea that the requester never got the message.
Can we add some way for Zendesk to notify the agent that the reply was not received? Would be pretty nifty.
Thanks!
Posted Apr 06, 2017
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
Zendesk Product Manager
Apr 07, 2017
Comment actions
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.
Zendesk Community Manager
Apr 26, 2018
Comment actions
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.
Zendesk Community Manager
Feb 19, 2019
Comment actions
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.
Jul 06, 2021
Comment actions
Hi Moshe,
This is currently being worked on, unfortunately, we are unable to provide more concrete detail yet but we are working towards a feature - Email Delivery Status - that will surface delivery status within the ticket. Stay tuned for the announcement on when this will be released.
Zendesk Product Manager
Aug 04, 2021
Comment actions
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.
Zendesk Product Manager
Aug 08, 2023
Comment actions
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!
Community Product Feedback Specialist
May 15, 2024
Comment actions
Hi everyone! I wanted to provide a quick update here. I spoke with our product teams who confirmed that this feature is still on the roadmap and in discovery for this year. I wanted to make sure folks following along knew that this was top of mind and being worked on. Thank you for your patience here and we look forward to having more information for you soon here!
Hi Shawna,
I don't see any inappropiate critic in the posts here.
Perhaps some irony - but that only reflects the irony which a customer (this is us btw) definitely feel while following this thread and topic over the last decade.
I remember a time where we got bounce information and can handle it initiative.
Then, I think in ~2017 Zendesk launched an revised bounce feature thing. But it failed and has been deactivated some weeks later.
Since then we are waiting for this feature…
Reminder: we're talking about a bounce notification. Every, EVERY!!! simple mail server gets this information.
Zendesk is a huge system with thousands of customers who have millions of customers and the central feature is to send an email - and there is no bounce notification???
I'm sorry, but this is a bad joke in my eyes.
I know a lot of Zendesk costumers who think like me, even if here in the forum just a small proportion if them made an input…
What shall we do? Another ten years of please please please it's IMPORTANT?
I would like to know, too, what the reasons has been over so many years not to implement such a simple but important feature.
If I would act like this with my tasks I would be unemployed within a short time…
Regards
Julian
Hi!
What is the latest update regarding your status since August 8, 2023? When will this be implemented?
One customer service inquiry was about a faulty claim. We answered in Zendesk, "Please contact this company, and they will refund this shortly."
The message above did not reach the user.
Is there any way we can set up triggers so that, for example, three internal Zendesk users (who work for us internally on customer service) would be notified every time an answer to a requester is blocked by the user's email provider or any time an answer from Zendesk has not been sent, where Zendesk can see that the message has not reached the requester?
The company I work for is also in great need of such functionality.
Hoping Zendesk sees this is a highly requested item and an important check point in the reliability of their product and their accuracy rate. ETA would be much appreciated on this roll out.
We need that functionality as well. We might be forced to leave Zendesk if we have no failsafe for a misspelled recipient's address.
Potential partial workaround for people using API/automations: loop end users, loop their identities, add undeliverable identities to an array (i.e. objects with the user id, identity id, and identity value).
How it works: We have a Tray.io workflow that generates proactive tickets to existing customers added to a list after routine events. After generating the ticket it calls the Zendesk API to find out if the 'undeliverable_count' isn't zero for any of the identities associated with an end user, and if any are it will add that to a list, which is included in a workflow run results emails so we can debug separately.
This is kind of a partial, brute force bounce reporting workaround that provides the number of times a soft-bounce response was received at that address. Caveat - I don't think that the count will include the results of the ticket during the run, but I added a manual time delay between ticket creation and the identity check to see if that helps.
I'm hoping there's a way to just query the identities on their own, but I don't think you can without looping through however many tens of thousands of end users you might have. I posted to find out -
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