Prioritize Bounced Email Notification

@paul26 I wish there was a “love” button for comments. I couldn't agree more. 

Just chiming in that this is a long overdue necessity.

Chiming in here also. The months keep rolling by without this feature.

Chiming in ⌛️⌛️

+1   Is there a potential ETA for this? October 2024 messages notes it was pushed but until when?

We need to explain in detail to our customers, who are using Zendesk for their business, the situation of the inability to detect error mail, a basic email function, before we can consider taking action.

This problem has been unresolved for a long time.

Please provide a definite timeframe and outlook for a resolution.

This is now released
https://support.zendesk.com/hc/en-us/articles/8520522967066-Announcing-email-delivery-failure-notices-for-agents

Hi @scott12 and @kristie14 , I tried to leave a comment to the article https://support.zendesk.com/hc/en-us/articles/7917145637530-Understanding-email-delivery-failures-in-the-Zendesk-Agent-Workspace and ask a question, but my comment was not saved..

So here my question for the new functionality:

@kristie14 can you please give some more details on the Note:

“This feature applies to emails sent from a Zendesk support address (for example, support@yoursubdomain.zendesk.com or help@yoursubdomain.zendesk.com). Email delivery failure messages don't appear when an email is sent from an external support address you own and maintain outside of Zendesk.”

We have connected our external support email address XY@ourcompany.com with Zendesk.  XY@ourcompany.com is the support email our end-users know and use, we are forwarding emails from it to Zendesk, it is set as default in Zendesk, SPF and DNS records are setup and we reply/send emails from Zendesk only from XY@ourcompany.com.

Does this mean that if we use XY@ourcompany.com when sending outbound emails from Zendesk, we are not going to receive the delivery failure notices?

Unfortunately this would make the functionality unusable for us, so I hope this is not the case, or at least it is a planned update in progress.

Hi @milena18, sorry for the confusion there. We've updated that note to be clearer and it now states “Note: This feature does not currently apply to email sent via the Gmail Connector, Authenticated SMTP Connector, and Exchange Connector (EAP).”

Email Status will work for External Support Addresses set up via the Email Forwarding feature.  Based on your comment, it seems like your Support Addresses are set up via that Email Forwarding feature, so you should be covered.

Hi @benjamin24 thanks for releasing this feature. Can I check, does it also work for Side Conversations? That's where we have the biggest pain point on this, with no alerts when an email fails. Thanks