Blocked Email List Only Available to Gainsight Support
Wondering how other users are handling the Blocked Emails list from bounces?
We have been using the Email Validator to confirm if an email address is valid after an email has bounced. If the email address is not on the Deny List we are assuming that the email is valid and emails are being sent to that address. But customers are reaching out to us to advise they are not receiving our emails. We opened a case with Gainsight Support and they confirmed that:
"How can we validate emails are being sent to customers after they have had an email bounce but the Email Validator confirms they are not on the Deny list?" The only option is to build a report on email log v2, check the email and reach out to support to get them removed. There's no other way for this.
"Is the only way to confirm a customer is not on the Gainsight Blocked List to open a support case?" Yes.
I’m unsure what the purpose of the Email Validator would be if we are not able to confirm if an email appears on the Gainsight blocked list? It is vital for our operations that we have an accurate understanding of who is receiving our emails.
Page 1 / 1
100% – I had to open a support ticket last week to resolve an issue where the intended recipient was not receiving emails sent out of Gainsight (emails showed as dropped/bounced/rejected), but showed as a valid email on the email validator tool, and was very upset (and was receiving emails from their account team).
Per Gainsight support, the email was on the Sendgrid bounce list – which Gainsight support has access to, but we do not.
I need to add this as an idea (and a best practice post), because unfortunately the only existing workflow if we know an email is not receiving communications and shouldbe is to open a support ticket, which seems like a huge waste of time for all involved parties.
Hi @erin.power
We use Emails Logs V2 to do some reporting as well. The BOUNCE TYPE and BOUNCE REASON will give you more information.
SOFT BOUNCES are recipient server side rejections, meaning the contact’s email service decided your email wasn’t appropriate. This isn’t a true rejection of a bad email address (HARD BOUNCE), but the server being ‘safe.’
Adding the @dayn.johnson answer above, I believe the issue is that removing emails from the Sendgrid block list hurts your reputation very negatively.
We definitely need a way to manage bounces better, especially when we know the recipient is valid.
Yep, it’s much easier to tell if the email shows as on the deny list in the email validator tool. At least that way you can confirm with the CSM or account rep whether the email in question is valid before removing them – and can also explain why they didn’t receive a particular email if they had previously opted out of receiving those types of communications.
It’d be nice if we were able to at least see whether an email was on the Sendgrid bounce list as part of the email validation tool, even if we weren’t able to actually edit it. Our team has access to the Sendgrid portal, but that’s not through Gainsight, nor does it give us those admin-level permissions.
100% – I had to open a support ticket last week to resolve an issue where the intended recipient was not receiving emails sent out of Gainsight (emails showed as dropped/bounced/rejected), but showed as a valid email on the email validator tool, and was very upset (and was receiving emails from their account team).
Per Gainsight support, the email was on the Sendgrid bounce list – which Gainsight support has access to, but we do not.
Ohh, this explains so much! Will keep this caveat in mind moving forward
If you ever had a profile with us, there's no need to create another one. Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
