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

Email Delivery History - Tutorial


1. Open DeskDirector Admin Portal and click Email.

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2. Click Delivery History.

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3. Here, you can see the history of all emails that have been sent through DeskDirector. Click Refresh to refresh the list.

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4. You can click on any record to view the details.

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5. If it is a ticket-related email, you can click the ticket number to view the ticket.

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6. A new tab with the ticket details will open.

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7. You can click the record again to close it.

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8. At the top of the list, there are filters to search the records. Click State.

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9. Click Failed.

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10. Now only the emails that failed to be delivered are shown in the list below. Click State again.

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11. Click Failed to deselect it.

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12. Next, click Type.

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13. Here, you can filter the email records by the account type used to send them. Click Office365 Email.

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14. Only the email records of emails sent through this account are shown.

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15. Click the option again to clear the Type filter.

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16. Now, click the To filter.

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17. Type an email address and press enter.

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18. The email records are now filtered by the receiver's email address.

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19. To clear the filters, click the: Clear current search query, filters button.

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20. Click the Ticket filter.

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21. With this, you can filter for emails sent for a specific ticket ID. Enter the ticket ID and press enter.

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22. The email records are filtered by ticket ID. Next, click the reset link again to clear the filters.

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23. Now, click the Event filter.

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24. This filter lets us search email records for a specific event only. Click Broadcast to view emails sent for the broadcast event.

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25. The email records of the broadcast event are now displayed in the list.

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26. You can click the reset link again to reset the filters.

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27. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

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