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Email & Email Delivery - Common Issues

Niamh Ferns Updated by Niamh Ferns

Email & Email Delivery Troubleshooting

Every now and then, you or your customers may encounter issues where they do not receive email notifications in their inbox. You can easily troubleshoot these issues using the "Delivery History" section of the Admin portal. It contains logs of every email sent from our system, including delivery attempts that failed.

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

  • Template: The email template that was used.
  • TO: Recipient of the email
  • Ticket #: Ticket number for the ticket that the email event was related to
  • Event: of the email (e.g. Mail Token, Reset Password), et. al.)

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. In the above screenshot, you can also see a sample of a failed delivery showing detail for the failure.

Every delivery account you created, also has a dedicated page for their delivery record.

Common Email Delivery Issues

"The delivery history shows that an email was sent but I do not see it in any inboxes?"

It is best to advise your customers to check the Spam/Junk folder of their inbox. If the email is not there review any quarantined mail in your Microsoft 365 Admin Portal and if needed, whitelist your delivery account.

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