Fix email delivery problems

If a customer says they never got your reply, check these in order.

1. Is the address suppressed?

When an address bounces hard (it does not exist) or the customer marks your mail as spam, ChaosDesk adds it to the Suppression list and stops sending to it. The ticket shows a warning that the recipient no longer gets email from you.

1. Open Admin Center, Channels, Brands & email and scroll to Suppression list.
2. Search for the address. The Reason column says Hard bounce, Spam complaint or Manual.
3. When the customer confirms the address works again, choose Remove.

You can also add an address yourself with Add address to stop all mail to it.

2. Is your domain verified?

Mail sent as your own domain without SPF and DKIM often lands in spam. Check Sending domains on the same page: every record should be OK. See Verify your domain.

3. Is sending paused?

To protect every customer’s delivery, ChaosDesk pauses a workspace’s customer email when its bounce rate goes above 5 % or its complaint rate above 0.1 % over 7 days. A banner on Brands & email then says sending is paused. Clean up the cause (old lists, a hacked account, mail people did not ask for) and contact support to resume.

The same page shows how much you sent today and your bounce and complaint rates for the last 7 days.

4. Did you reach the daily limit?

Every workspace has a daily limit on email recipients. It is lower during a trial and on the Free plan, while your sending reputation builds up. The count is shown as “sent today” on Brands & email.

Incoming mail that never became a ticket

• Look in Suspended tickets: auto-replies, mailing lists, suspected spam, unverified senders and floods of email from one sender are held there.
• Add trusted senders to the Allowlist under Email settings so they are never suspended. Add senders to the Blocklist to suspend their mail, or prefix them with reject: to drop it.
• Check the forwarding status of the address under Support addresses.

Related

• Suspended tickets
• Set up email forwarding
• How email threading works