Troubleshooting email delivery issues using "Delivery History"

Edcel Ceniza Updated by Edcel Ceniza

Every now and then, you or your customers may encounter issues where they do not receive email notifications in their inbox -- mail token requests, password reset, ticket notifications, and others.

You can easily troubleshoot such issues using the "Delivery History" section of the admin console. This section contains logs of every emails sent from our system, including delivery attempts that failed.

In the delivery history page, you can easily filter out the records using several filters like:

  • Email "Template" used
  • "TO" - recipient of the email
  • "Ticket #"
  • "Event" of the email (e.g. Mail Token, Reset Password), et. al.)

As the screenshot attached above, each delivery record shows details of the notification event like where the email was sent from, who it was sent to, the event, ticket #, template used, delivery account used and the timestamp.

The screenshot also shows a sample of a failed delivery, also showing detailed reason of the failed delivery.

Every delivery account you created, also has a dedicated page for their delivery record.
Frequently asked question:

Q: Delivery history shows that the email was sent, but I do not see it in our (or the customer's) inbox

A: It is best to advise your customers to check the Spam/Junk folder of their inbox. If the email is not there, try to ask them to whitelist your delivery account

How did we do?

ConnectWise - Avoid Aggressive Notifications