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Here’s the scenario I want to get some advice on.

When someone signs up for the community they signup with a username and email address. The email address for example might be a personal email or a business email address. In some cases they may lose access to that email address (change of email or change of company).

In that case we’d be sending all their notifications to an old email. 

My questions:

  • How do they know they need to change this email address?
  • If notifications fail to send to an email, do we get any reporting of such? (so we could then identify people we need to get updated email addresses for)
  • How do people handle email address changes?

Hi there @Scott Baldwin .

I’m not sure if I can answer all of these questions, but I can give at least one of them a shot. I’ll let @daniel.boon know about this thread too, since it looks like the evil Count @Julian has vanished into a black hole somehow (it wasn’t me, honest!).

Realistically speaking, it’s extremely difficult to know when you need to get a user to update the email address on file. Much less being able to notify them, since you’d probably be unable to reach them. The best you can do is kinda go off the honesty box approach and just hope that users remember to do it.

I’m not sure if there is any analytics for these things. But I’ll let you know if I find any.

It should generally be possible to change the email address “self-service” via your profile settings. But I think it can be done from Control as well. If you do end up doing it via Control, please make sure to be absolutely certain the request is legitimate first. As someone who works in cybersecurity and has training in that department, I know that social engineering these things is all too easy sometimes and this can lead to account takeovers.

I also managed to find an old answer, which I’ll link to below. I hope these help.

 

Hi @Scott Baldwin 

You’ve mentioned a timely topic. Our team has discussed end user emails this week. Please see this idea, and I would recommend voting, as we’re determining if we can deliver the idea soon. 

While we won’t be building any kind of notification system for bounced emails, we have noticed that an “edit email” capability would be helpful for end users. Right now, end users have to reach out to the community admin for their email to be changed, which is not the best option. 

Thanks all. 
 

Already doing all the stuff @Blastoise186 suggested and will look at the feature @Jeanie Lee. 
 

But still curious about my questions. Or is there literally nothing that addresses these gaps today?

Scott, 

Unfortunately, we do not have any reporting on end user bounced emails that need to be changed. If a user needs to change their email address, they would do so by reaching out to a community manager or admin, which is what we want to change by delivering on the above idea. 

 

I could imagine, if ProductBoard is using the registered emails for a monthly newsletter via Hubspot or another marketing tool, they could understand what emails are bouncing. 

Thanks @Jeanie Lee that seems to put a lot on the user to remember to reach out or to update their email. They literally could be logging in regularly and not even be aware that they need to update their email address with us. I’ve voted on the idea and left some thoughts. Hopefully this can improve.

@Scott Baldwin I agree and see the limitations here. I’ve noted your feedback and plan to present it in our next feedback meeting. It’s also great that you’ve made comments within the idea, as product will be referring to those comments when they pick up the idea. 

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