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Replies posted by a.parushev

4 Replies

T
Apprentice
timhApprentice
posted in Archives - Freshdesk

Customers randomly stop getting our Helpdesk emails

I've reported this problem many times, each time the answer was, that it will be planned in the roadmap.I personally consider that this is a HUGE issue. You cannot offer a ticket portal, mainly operating with emails, which does not support notification upon unsuccessful delivery of the email.It just appears as sent. And this is applicable for all type of events - reply, forward, new email. If you make a tiny typo adding the to address in send email or forward email (with contact which is not in your customers lis), you are done. The recipient will never receive it and you will never know.The more frustrating thing is the one Tim H mentioned. If you get your email to a certain recipient(s) bounced several times, the mail service Freshdesk is using will mark this particular email(s) and put them to their suppression lists. This could be caused due to temporary configuration problem at your recipient's mail server.After being put on the suppression list, EACH email you sent to those email

13
A
Contributor
7 years ago
T
Apprentice
timhApprentice
posted in Archives - Freshdesk

Customers randomly stop getting our Helpdesk emails

As a developer myself, this is a top priority issue. The functionality is in the essence of sending emails. The sender MUST know if his message reached its destination or it was bounces and with what reason.Furthermore, some of your contacts gets in the suppression list due to temporary email relay problem and you never know that he is not receiving your emails anymore.Just imagine the impact we've got on our SLAs with the clients. And an answer like "we never knew you did not receive this" is not an option.I've opened a thread with feature request here. Still no response. This should be moved on top of the queue.Regards,Anton

13
A
Contributor
7 years ago
T
Apprentice
timhApprentice
posted in Archives - Freshdesk

Customers randomly stop getting our Helpdesk emails

I think this is not possible since Freshdesk use third party email providers which keep their logs for the account of their customers, in this case Freshdesk.However, I know of two of their providers and I think I glanced an API for retrieving the status of the sent email. This would come handy for integration within their porta.For example, most of the messengers for Android or Web have delivered status for each message sent. It could be a small icon in top corner of the sent message: Sent Delivered Failed (whether because recipient is in suppression list or the recipient mail gateway bounced it) One possible obstacle could be that with multiple recipients you can get partial delivery. However, it is best to flag the message as Partial Delivered and show the recipients with delivery failure. In other words add fourth status for this situation.Regards,Anton

13
A
Contributor
7 years ago
T
Apprentice
timhApprentice
posted in Archives - Freshdesk

Customers randomly stop getting our Helpdesk emails

I'm glad that finally people are starting to realize the severity of the problem... Please escalate more so FD team realises it too and make it top priority. After all, this is the CORE of their service...

13
A
Contributor
7 years ago

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