Automate Email Suppression Workflow in ZD
When looking at data for a high volume period across ~ 4 weeks, we saw over 13% of the tickets coming into the .com support queue as assistance with password resets and email confirmations. These are typically a result of email suppressions which we have to delete in mailgun and resend the email reset/confirmation request.
As a result, we tracked email suppression requests for a week to see if there were any patterns in the reason why emails were being suppressed. Unfortunately no patterns were found when looking at the examples tracked.
However, an idea for automation of the current manual process was pitched.
This issue is to explore automating as much of the email suppression workflow within Zendesk as possible.