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Prioritize Bounced Email Notification

Related products:Support

Forum|Forum|9 years ago
April 6, 2017
125 replies
336 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

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M

Moshe14

We also urgently need this feature. Not specifically for emails bouncing from zendesk but we would like to forward bouncebacks from our own email server into zendesk as tickets for our agents to pickup and follow up - as email delivery is our primary service.

Unfortunately even white listing MAILER-DEAMON from addresses doesnt help and they are still rejected.

4 years and still no progress on this?

Rachel41

Employee

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.

Regarding forwarding bouncebacks from your own email server into Zendesk as tickets for agents to pick up and follow up, this is something that we are unable to control since email bounce is happening from your email domain. Creating a proactive ticket is the best workaround for this kindly check this document for guidance https://support.zendesk.com/hc/en-us/articles/203690946-Creating-a-ticket-on-behalf-of-the-requester-standard-agent-interface-.

Benjamin Kirsch

Product Manager

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.

D

Dean13

We need this feature! We are running into situations where salespeople may be CCd on a ticket response, but the agent accidentally types in the wrong email address. Then the client continues with the salesperson which ends up in a dead-end.

We are looking really silly not being able to say to our Salespeople that we get a bounceback when we send to an undeliverable email address.

Aleena

This is surprising that this feature is missing, especially since Zendesk Sell has it. We have a need for this - it is too easy to mistype the email address an agent hears on a call with a customer and can lead to confusion and frustration on both sides.

Arno11

Any update on the Email Status project? Will we have somekind of solution soon?

株式会社サーバーワークス　後藤淳

+1

This feature is required.I want this feature as soon as possible.

Amie11

Newcomer

hey @benjamin24

Could we get an update on this please? No further reply from product management in over a year.

I have plenty of customers who are looking forward to a feature like this. :)

Best,

Amie

Amie Brennan

A

Anonymous

We need this feature to enable us to be GDPR compliant. We can't just look at the login status, as some customers never log in, they just subscribe to our Product Information emails (which are Articles).

A

Ayal

+1 for this feature as well.

Shocked to discover that what every normal inbox has (an indication of failed email delivery), Zendesk does not have.

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