Can I get notifications when email messages fail to deliver to my end users?

Question

The email shows a delivery failure that matches the delivery status reference in the ticket events and conversation. This shows the system fails to send the message to the end user. How do agents receive notifications when an email fails to send?

Below is the sample error:

Recipient server rejected email. Status code: 550 5.1.1. User does not exist; recommend checking for typos. For help, refer to our Help center.

Answer

In accounts with Agent Workspace enabled, you can view reasons for email delivery failure from the ticket itself.

There isn't a default setting to notify agents or a team in this scenario. As a workaround, ask your admin to follow the below steps:

1. Create a view to gather tickets that show a delivery failure.
2. Create a trigger that fires when this occurs and sends an email to the respective group.

Create a view to gather tickets that show a delivery failure

1. To track these tickets, create a ticket view with a tag as a condition: system_email_notification_failure
   
2. Include additional conditions to isolate the tickets of your choice, for example Group
3. The view will appear in your ticket list in Support:
   

Create a trigger that fires when this occurs and sends an email to the respective group

Next, create a trigger that sends an email to your agents or their group by email any agents when this tag is present in their ticket

1. In the Conditions, include:

   Ticket > Tags | Contains at least one of the following | system_email_notification_failure

   Ticket > Tags | Contains none of one of the following | agent_advised_email_delivery_failure

2. In the Actions, include:
   • Ticket > Add tags | agent_advised_email_delivery_failure

   • Notify by > Group email | Ticket > (assigned group)

     

For more information on email delivery failure, see this article: Troubleshooting email deliverability.