Using Freshdesk you don't know if your emails are delivered
started a topic
about 3 years ago
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 that if you get your email to a certain recipient(s) bounced several times (rejected by the recipient server, you receive an email back with the reason, called bounce), the mail service Freshdesk is using will mark this particular email(s) and put them to their suppression lists. This could be even 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 addresses will appear as properly sent in the portal, but they are actually DROPPED and never reach their destination.
And the worst part - you will NEVER know. Freshdesk team cannot give you information about all contacts being sent to the suppression list. You must specifically ask for a certain email address...
Dear Freshdesk Team, you will lose a lot of clients (when they realise this fact) if you do not implement receiving some sort of notification that the email was not delivered.
As discussed in my support ticket - I do not want you to change the mail services you are using or emails being sent in the suppression lists. This is normal behaviour.
If I know that there is problem, I'll contact you and ask if the email is in your suppression list in order for you to whitelist the domain or remove it from there.
I'm glad to hear this is reportedly handled. My company is looking at Freshdesk and this would likely have been a deal-breaker for us. We can't have emails silently not getting delivered. That kind of opacity would be terrible.
Yip Chun Yu
over 1 year ago
May I know whether your solution supports custom email server other than sendgrid e.g. exchange?
1 person likes this
over 1 year ago
The delivery notification failure would work only for replies relayed through our server. We wouldn't be able to display the failure of emails sent through custom mailservers. However, in case of such delivery failures, the server would trigger an email back to the mailbox notifying the user about the email delivery failure ( ex : Mailer-demon addresses ) and this would in turn be available as a ticket in Freshdesk.
3 months ago
We created a similar app for Zendesk and have been approached by Freshdesk to create this app for them. Our solution should be able to handle emails sent by Freshdesk and emails sent with your own custom servers. It would not be terribly challenging to adapt our app to Freshdesk.
I wanted to get some feedback if this has been resolved to everybody's satisfaction. I am told it is NOT on the product roadmap, nor have I seen a solution in Freshdesk that compares to ours which generally takes one line of code to implement. If would be grateful for any feedback and if you want to participate in a beta as we get closer to launch, please email firstname.lastname@example.org.