How to Troubleshoot an Issue with Email Delivery and Email Notification
You can find all the details on how to check the email delivery status and how to identify emails that have been delivered but not received by the recipients in this article.
How to ensure email notifications are delivered
If the email notifications are not delivered, please make sure that email notifications for required events are turned on in the Email Notifications section so that the email notifications will be sent.
To learn more about how to manage and personalize email notifications, refer to this article.
If you have mapped your own custom support email, please make sure that you have correctly configured DKIM for your custom support email. This will improve the email’s security and deliverability.
To learn more about how to set up the DKIM, refer to this article.
How to check the email delivery status
In the agent portal, you can check the email delivery status of a specific update as well as overall logs of email failures.
- You can check the Email Delivery Status on the Ticket Details page to track the delivered items.
- You can find overall bounce logs on the Audit Logs page. To learn more about how to check ‘Email Failure Logs’, refer to this article.
How to check if emails have been delivered
If the emails have been delivered but not received by the recipients, please check the following items:
- Check your spam/junk email folder.
- Double-check any rules you set up to move emails to a different folder.
- Check the quarantine emails. If an email is quarantined, please release them.
- If you still can’t find the emails, try using outside emails like Gmail or Outlook to ensure that they are not delivered to your organizational emails alone such as user@yourcompany.com. If you are receiving the emails in your outside organization emails, this means that your organization’s email firewalls are restricting the BoldDesk emails. Please contact your network administrator and request to allow the BoldDesk emails.
Agents will not receive email notifications for their own updates, even if they are included in the ticket’s CC or watcher field.
