How to Check Email Delivery Status for BoldDesk Ticket & Activity
BoldDesk provides an Email Delivery Status feature that allows you to verify whether emails sent from ticket messages or activity comments were successfully delivered to recipients. This feature helps you track delivery outcomes such as Delivered, Bounced, or Complaint (spam-marked) emails.
Check out this video tutorial for more.
How to Check Email Delivery Status
You can check the delivery status for any email sent from a ticket message or activity comment by following these steps:
For Ticket Messages
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Open the ticket and locate the message for which you want to check email delivery.
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Click on the ⋮ (More) icon next to the ticket message.
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Select Email Delivery Status from the dropdown menu.
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A dialog box will appear showing detailed delivery information such as status, recipient, bounce type, and error details.
For Activity Comments
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Navigate to the ticket and scroll to the Activity section.
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Locate the specific activity comment that was emailed to recipients.
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Click on the ⋮ (More) icon next to the activity comment.
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Select Email Delivery Status from the dropdown menu.
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The same dialog box will appear with delivery details for the comment email.
The following are the delivery statuses:
| Status | Description |
|---|---|
| Delivered | It represents that the mail is delivered to the user |
| Bounced | It represents that the mail is not delivered to the user |
| Complaint | It represents that the user has marked the mail as spam |
Delivery status table provides the following details:
| Items | Details |
|---|---|
| From | From which Email ID mail was sent |
| Recipient | Recipient Email address |
| Email Message ID | Unique Message ID |
| Status | Delivery Status of email |
| Bounce Type | If bounced, what is its type |
| Error Details | Details returned by email server; it will help in further debugging reason for failure |
| Delivery Date | Date of Delivery |
| Email Subject | Subject used while email was sent. |
Some additional column details can be chosen by the user in the columns dropdown as shown:
In some cases, emails may not reach delivery providers (for example, Postmark) due to:
- network routing issues
- intermediate server filtering
- temporary sending server disruptions
These issues can affect delivery even when configuration is correct, so monitoring and retrying may be required.
Troubleshooting (email not delivered or status missing)
Status shows Bounced
- Open Email Delivery Status and review Bounce Type and Error Details.
- Use Error Details as the primary indicator of why the provider rejected or could not deliver the email.
Status shows Complaint
The recipient marked the email as spam. Review recipient targeting and outbound email practices for that recipient/domain.
No Email Delivery Status option for an email you expect
- Confirm the email originated from a ticket message or activity comment.
- If the email was sent by an automation action (Send email to user), Email Delivery Status will not be available in the ticket UI.
Frequently Asked Questions
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What is Email Delivery Status used for in BoldDesk?
Email Delivery Status verifies whether emails sent from ticket messages or activity comments were Delivered, Bounced, or marked as Complaint (spam). -
Where do I find Email Delivery Status?
Select the ⋮ (More) icon on a ticket message or activity comment, then select Email Delivery Status. -
What information is shown in the Email Delivery Status dialog?
BoldDesk shows Status, From, Recipient, Email Message ID, Bounce Type (if applicable), Error Details, Delivery Date, and Email Subject. -
Is Email Delivery Status available in all BoldDesk plans?
Yes. Email Delivery Status is available in Scale (legacy), Momentum (legacy), and Enterprise plans. -
Can Email Delivery Status help troubleshoot delivery failures?
Yes. Error Details provides server/provider feedback for diagnosing non-delivery. -
Can I export Email Delivery Status data?
Yes. BoldDesk allows exporting Email Delivery Status data across all plans. -
Can I track emails sent by “Send email to user” in ticket automation triggers?
No. Automation-sent emails are not recorded in the ticket conversation/activity/history, so there is no way to view or track those automated emails inside the ticket.
