Manage undelivered tickets

What are undelivered tickets?

Undelivered tickets in HelpDesk are messages that couldn’t reach the requester. This could be due to an invalid email address, a full inbox, or other delivery issues.

The delivery status displayed next to a message applies only to messages sent to the requester. The “Undelivered” ticket view is based on this status, meaning it doesn’t include failed deliveries to email addresses in the “People in the loop” field.

To keep your communication seamless, you can easily track undelivered messages, review possible issues, and take action, like resending the message or updating contact details.

Where to find undelivered tickets

Whenever there are undelivered messages, a new “Undelivered” section will appear in the left navigation bar. 

These messages are all tickets that failed to reach the requester within the last 7 days.

To access undelivered tickets:

1. Look for the “Undelivered” option in the left navigation menu.
2. Open a ticket to check details, review the issue, and take necessary action.

What to do with undelivered tickets

1. Review the ticket details

First, check the requester’s email for any errors. See if there’s a bounce-back message or failure reason.

2. Take action

• Resend the message. If the issue seems temporary, try sending it again.
• Update the requester’s email. If the email is incorrect, edit and resend it.
• Follow up through another channel. If email delivery keeps failing, consider reaching out via phone, chat, or another method.

Why are some tickets undelivered?

Common reasons why a message might not be delivered:

1. Invalid or incorrect email address. The requester’s email might have a typo or be inactive.
2. Inbox is full. The recipient’s inbox has no space for new messages.
3. Email server issues. The recipient’s email provider might be blocking messages.
4. Spam filters. The message could have been marked as spam.

Frequently asked questions on undelivered tickets 

1. Can I filter or search for undelivered tickets?

Yes! You can use the filters to find specific undelivered tickets in this particular ticket view.

2. What if a ticket remains undelivered after resending?

If a ticket still isn’t delivered, try updating the requester’s contact details or reaching out through another channel.