Prioritize Bounced Email Notification

Posted this in another post a while ago, but I'm posting it here as well as I hope it will help some people.

I took matters into my own hands and built a bounce notification system myself using Zapier (#nospon). This was possible since we relay incoming email over the Gmail servers and Zapier has both Zendesk and Gmail integrations. (But they also have Microsoft Outlook and more.)

Zapier basically tracks Gmail for bounced emails. When it finds one it'll search for the corresponding ticket in Zendesk and updates it (open + comment).

This is what my Zapier configuration looks like:

When this happens...

1. New Email Matching Search in Gmail (e.g. from:MAILER-DAEMON@*zdsys.com)

Do this...

2. Extract Email Address

3. Find Ticket in Zendesk (make sure to use order_by:created sort:desc)

4. Update Ticket in Zendesk

Not all heroes wear capes. Thank you Jonathan! We have a Zapier account, and will implement this hack!

Still super disappointing that Zendesk won't solve this problem.

In my mind, Jonathan DOES wear a cape. Legend. :D 

This feature is really basic functionality and a necessity of support email ops. Please develop!

+1 from me, is there any news on this yet, there are so many threads out there on this, i can see people have been asking for this feature for over 4 years and still nothing. Why should we have to pay another monthly fee when this should be built in.

+10 - one from each of our licensed users. We'll be back here at the end of the line waiting as well. 

Adding to the up votes.  

Users and managers lose confidence in the system when an intricate part of the communication channel such as email can have issues like this.  Telling a client "we didn't get your email" and having no reasoning  for it makes unhappy clients and unhappy users/managers.

+1 from me. Even though it feels useless.

Agents have no idea of what they are missing. Here. You do! Make it visible. Amazed that this basic feature has been discussed for 6 years without any action.

The ability in Support to see emails that were undeliverable is important to our company as well.

Right now, a Side Conversation email will show that it was "sent" with a public comment but it sounds like we cannot actually rely upon this being sent.

It sounds like ZenDesk may have the ability to look at logs on their end to determine that an error message was received but this message will not show up for the Support Agent to double check their email or to send to a different email if a clerical error (typo) was made.

It also sounds like ZenDesk Sell has this feature already enabled, please can we have this for ZenDesk Support as well?

This has gone on far too long and pointless voting. I asked Zendesk this week for an update and their response was;