As a Zendesk admin, I want to find out the status of two email addresses that are flagged as not forwarding properly in Zendesk so we can decide what to do with them

What

We have the email address crossmark_info@crossref.org set up as a Zendesk email - so any emails to this email address forward to Zendesk and get turned into a support ticket.

In the Zendesk tool admin section, I see that crossmark.info@crossref.org and crossmarkinfo@crossref.org were set up at some stage, but they're failing the checks that the Zendesk tool puts in place as forwarding isn't set up for them. According to Tim, forwarding was never set up on these email addresses.

Screenshot_2021-02-10_at_17.53.32

Screenshot_2021-02-10_at_17.53.40

I can't find anywhere on our website that quotes these addresses. Can we check if we are still actually getting emails into these email addresses?

If we aren't, I'll just remove them from Zendesk. If we are, can we either set up a forward to crossmark_info@crossref.org or a full forward to Zendesk?

Why

If these email addresses aren't being used any more, I can remove them from Zendesk and reduce the "noise" in that area. If they are still being used, we'll be missing these emails so need to get the forwarding set up.

How urgent

Not urgent - housekeeping.

Definition of ready

  • Product owner:
  • Tech lead:
  • Service:: label applied
  • Definition of done updated
  • Acceptance testing plan:
  • Weight applied

Definition of done

  • Unit tests identified, implemented, and passing
  • SONAR on merge request branch checked by tech lead
  • SONAR on merge request branch checked by reviewer
  • Code reviewed
  • Available for acceptance testing via a staging URL, or otherwise
  • Consider any impacts to current or future architecture/infrastructure, and update specifications and documentation as needed
  • Knowledge base reviewed and updated
  • Public documentation reviewed and updated
  • Acceptance criteria met
    • AC 1
    • AC 2
  • Acceptance testing passed

Prior to and during Backlog Refinement, consider the potential impacts this user story may have on the following areas:

  • Billing/costs
  • Internal documentation
  • External documentation
  • Schema
  • Outputs
  • Operations
  • Support & Membership experience
  • Outreach & Communications
  • Testing
  • Internationalization
  • Accessibility
  • Metrics, analytics, reporting

Additional details about the above items can be found here.

Notes