We had an instance recently where an email reply sent to a customer failed with the error: “Message not delivered”, stating that the email address did not exist.
This was not true as the agent emailed the customer directly using the same email address outside of Freshdesk successfully shortly after this error.
Questioning Freshdesk Support, they confirmed their system would add to the suppression list any user email which upon subsequent retries being exhausted is met with a bounce response from the recipient email server.
They confirmed their system does not attempt to distinguish between hard and soft bounces, which I feel is essential if their system automatically adds email addresses to their suppression list which we are unable to access and manage.
Soft bounces can be temporary, whereas hard bounces are far more likely to be permanant.
My request is for Freshdesk to build in a check for the bounce type and only automatically add hard bounces to their suppression list, and to add functionality for Administrators and Supervisors to remove email addresses from the suppression list which were added as a result of an attempted email from their tenant
