Why Email Delivery Status is not available for custom SMTP emails
When a ticket update email is sent through a custom SMTP server, BoldDesk forwards the message to your SMTP server instead of sending it through BoldDesk’s default email service.
Because the email is delivered through your own server or SMTP provider:
- BoldDesk cannot access the final delivery status
- bounce notifications are handled by your SMTP server
- delivery failures are reported at the SMTP server level
- delivery and failure logs are not available in BoldDesk for those emails
How to verify delivery for ticket update emails sent through custom SMTP
To check whether a ticket update email sent through a custom SMTP server was delivered successfully, verify the email from your email system or SMTP provider.
Check the sent email from your mailbox
Review the Sent Items or Outbox of the mailbox associated with the configured support email address to confirm whether the email was sent from the mailbox.
Check your SMTP server or provider logs
Open your SMTP server logs or your email provider’s admin portal and look for:
- accepted messages
- rejected messages
- delivery failures
- deferred delivery events
- bounce records
Review bounce notifications or failure reports
If your SMTP provider generates bounce messages, non-delivery reports (NDRs), or other failure notifications, review them to identify issues such as:
- invalid recipient email addresses
- blocked recipient domains
- authentication issues
- spam or policy-related rejection
- mailbox unavailable errors
What this means in BoldDesk
If outbound emails are sent using a custom SMTP configuration, BoldDesk can confirm only that the email was handed over to the configured SMTP server. BoldDesk cannot confirm whether the message was ultimately delivered to the recipient’s mailbox.
Frequently Asked Questions
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Why is Email Delivery Status not shown for ticket update emails sent through custom SMTP?
If ticket update emails are sent through a custom SMTP server, BoldDesk does not show the final delivery, bounce, or failure status for those emails.
This is because BoldDesk passes the email to your configured SMTP server for delivery. After that handoff, the delivery process is handled outside BoldDesk.
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Can BoldDesk confirm whether a ticket update email sent through custom SMTP was delivered?
No. BoldDesk can confirm only that the email was handed over to the configured SMTP server.
BoldDesk cannot confirm whether the message was successfully delivered to the recipient’s mailbox.
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Where should I check the delivery status for ticket update emails sent through custom SMTP?
Check the delivery status in the system that processed the email, such as:
- the mailbox associated with the configured support email address
- your SMTP server logs
- your SMTP provider’s admin portal
- bounce messages or non-delivery reports (NDRs)
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Why are bounce or failure details not available in BoldDesk for custom SMTP emails?
Bounce messages and delivery failures are generated by the SMTP server or email provider that processes the email.
Because those events occur outside BoldDesk, the related delivery details are not available in BoldDesk.
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How can I verify whether a ticket update email was sent through the custom SMTP server?
To verify whether the email was sent, check the Sent Items or Outbox of the mailbox associated with the configured support email address.
You can also review your SMTP server or provider logs to confirm whether the message was accepted for delivery.
