Undeliverable identities / identity API end point | The place for Zendesk users to come together and share
Skip to main content
Matthew14
Matthew14
Contributor
August 2, 2024
Question

Undeliverable identities / identity API end point

  • August 2, 2024
  • 4 replies
  • 51 views

I'd like to scan our end users for identities that are undeliverable so that we can automate rudimentary bounce error reporting. The only method I can think of is to loop through each end user, then loop through their undeliverable count / deliverable value.

 

Is there a way to scan/filter for identities that have been marked undeliverable or that have an undeliverable_count > 0? 

      4 replies

      Richard11
      Richard11
      February 3, 2025

      Hi @matthew14 did you ever figure this one out? Or find a solution to getting something similar to bounce email notifications.

      Matthew14
      Matthew14Author
      Contributor
      February 3, 2025

      @richard11  - I did not, the search API doesn't really think about things that way from what I have pieced together

        Ruben14
        Ruben14
        October 6, 2025

        You’re on the right track: the only place those bounce flags live is on the user’s email identity.

         

        The Identities API exposes both deliverable_state and undeliverable_count for email identities, but there isn’t a global “search identities” endpoint, so you can’t filter across the whole account in one call.

         

        You need to fetch identities per user and filter where deliverable_state = "undeliverable" or undeliverable_count > 0 

        (User Identities)

         

        To avoid looping over every user daily, pair it with the Incremental Users Export so you only process users that changed since your last run, then hit /users/{id}/identities for those and log alerts for anything undeliverable. 

         

        That keeps the job light and within rate limits while still catching fresh bounces (Incremental Exports)

        If you also need event-level reasons for specific failed sends, the Email Notifications API can tell you why a message bounced, but that’s per-email delivery status, not a “who is undeliverable” directory.

          Francis14
          Francis14Employee
          Employee
          October 7, 2025
          Hi there,
           

          Zendesk does not offer a direct API endpoint or filter to scan identities based on their undeliverable status or undeliverable count. To identify such identities, you need to programmatically loop through all users, fetch each user’s identities via the API, and then check the undeliverable boolean or undeliverable_count fields on each identity. This process can be automated but may require careful handling of API rate limits and could be optimized by checking only recently updated users. Overall, detecting undeliverable identities requires a custom solution that aggregates this data through multiple API calls and filters it on your side.

           

           
          Terms & ConditionsAccessibility statement