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How to Troubleshoot an Issue with Email Delivery and Email Notification
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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 email notifications are not being delivered, please check the following:
- Email Notification Settings
Ensure that email notifications for the required events are enabled in the Email Notifications section. This ensures that notifications are triggered and sent.
To learn more about how to manage and personalise email notifications, refer to this article. - Custom Support Email Configuration
If you’ve mapped a custom support email, verify that DKIM is correctly configured. This enhances email security and improves deliverability.
To learn more about how to set up the DKIM, refer to this article. - Agent Reply Option
When an agent adds a reply to a ticket and selects the “Don’t send an email” option, the response is recorded in the ticket, but no email notification is sent to the customer. This feature is particularly useful for internal updates or for situations where the team prefers not to notify the customer about a specific update. However, the update will be posted in the customer portal.
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 it.
- 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 organisational emails alone such as user@yourcompany.com. If you are receiving the emails in your outside organisation emails, this means that your organisation’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.
