How to Review Email Failure Logs in BoldDesk
Email failure logs help administrators identify outgoing emails that were not delivered or were reported as spam by recipients. Each log includes delivery information, the failure event, the affected recipient, and error details returned by the email server.
Use these logs to troubleshoot email delivery issues, identify bounced or complaint emails, and locate the related ticket or message when available.
Access Email Failure Logs
To access email failure logs:
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Go to Admin > Audit Logs > Email Failure Logs.
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Review the email failure records displayed on the page.
Use the available filters to locate specific email failure records.
You can filter the logs using:
- Ticket ID: Displays failures associated with a specific ticket.
- Delivery Date: Displays failures recorded within the selected date range.
- Event Type: Displays records based on the failure event, such as bounce or complaint.
- Bounce Type: Displays bounced emails based on the applicable bounce classification.
- Recipient: Displays failures associated with a specific recipient.
A ticket ID may not be available when the failed email is not associated with a ticket.
Understand Email Failure Event Types
The Event Type identifies the type of email failure recorded by BoldDesk.
| Event Type | Description |
|---|---|
| Bounce | Indicates that the email was not delivered to the recipient. |
| Complaint | Indicates that the recipient reported or marked the email as spam. |
Review the Error Details and Bounce Type fields to understand why a bounced email was not delivered.
Review Email Failure Log Details
The email failure logs can provide the following information:
| Field | Description |
|---|---|
| From | The email address from which the message was sent. |
| Recipient | The email address to which the message was sent. |
| Email Message ID | The unique identifier assigned to the outgoing email. |
| Event Type | The recorded failure event, such as Bounce or Complaint. |
| Status | The delivery status of the email. |
| Bounce Type | The classification applied to a bounced email. |
| Ticket ID | The ID of the ticket associated with the failed email, when available. |
| Message ID | The identifier of the specific ticket message that failed to reach the recipient. |
| Error Details | The error information returned by the email server. Use these details to investigate the reason for the delivery failure. |
| Date | The date and time when the email delivery event was recorded. |
| Email Subject | The subject of the outgoing email. |
Customize the Displayed Columns
Use the column chooser to control which details appear in the email failure logs table.
To customize the displayed columns:
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Click Columns in the upper-right corner of the table.
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Select the columns you want to display.
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Clear the columns you want to hide.
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Click OK.
Use the search box in the Choose Column panel to locate a specific column.
Troubleshooting
The Ticket ID Is Empty
The failed email may not be associated with a ticket. Use other values, such as Recipient, Email Message ID, Email Subject, Date, or Error Details, to investigate the failure.
Error Details Are Not Fully Visible
Use the Columns option to ensure that Error Details is selected. If the value is truncated in the table, open the available record options or details view to review the complete information.
A Column Is Missing from the Table
Click Columns, select the required column, and click OK.
Frequently Asked Questions
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What information is recorded in Email Failure Logs?
Email failure logs contain information about bounced and complaint emails, including the sender, recipient, event type, bounce type, ticket ID, message identifiers, error details, date, and email subject. -
Where can I find Email Failure Logs in BoldDesk?
Go to Admin > Audit Logs > Email Failure Logs. -
What does the Bounce event type mean?
Bounce indicates that the outgoing email was not delivered to the recipient. -
What does the Complaint event type mean?
Complaint indicates that the recipient reported or marked the email as spam. -
Can I filter email failure logs by ticket ID?
Yes. Enter the ticket ID in the Ticket ID filter and click Apply. -
Can I filter email failure logs by recipient?
Yes. Use the Recipient filter to display failure records associated with a specific email recipient. -
Why is the Ticket ID unavailable for some failure records?
A ticket ID may not be displayed when the failed email is not associated with a ticket. -
Which field should I review to determine why an email bounced?
Review the Bounce Type and Error Details fields to identify the reported delivery problem.
