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StephanieSmith
April 6, 2017
Accepted

Prioritize Bounced Email Notification

Related products:Support
  • April 6, 2017
  • 125 replies
  • 331 views

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 

      This topic has been closed for replies.

      125 replies

      Max McCal
      Max McCalProduct Manager
      Product Manager
      April 7, 2017

      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.

        B
        Ben76
        April 26, 2018

        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

          Nicole17
          Nicole17Employee
          Employee
          April 26, 2018

          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. 

            Ulrike
            Ulrike
            May 4, 2018

            Agreed, this is an important feature to build please!

              Mark80
              Mark80
              August 20, 2018

              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?

                Allen15
                Allen15
                August 27, 2018

                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

                  Heather13
                  Heather13
                  Contributor
                  August 28, 2018

                  +1 / upvoted! Please vote on this article so we can get some traction. And on the other article Allen mentioned also!

                    J
                    Justin59
                    December 18, 2018

                    +1, This feature is much needed and needing to write a workaround for a normal workflow is very much a pain point.

                      A
                      Alessandro16
                      January 30, 2019

                      +1!

                      Our customer service really need this feature, some customer open several tickets after the reply because the email address is incorrect.

                        S
                        Spécialiste
                        February 12, 2019

                        Our customer service also really need this feature, so no informations is lost.

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