Within Teamwork Desk, you can see delivery
updates for tickets to see whether a customer
is receiving your replies.
When you are viewing an individual ticket,
you will see a timestamp to the right of the
agent's reply to the customer. Below the
agent's reply, the delivery status will be
shown.
When a reply has been delivered
successfully, you will see a Sent
successfully checkmark.
Once a ticket has been read by the
recipient, the sent status will be updated
to viewed status. This will include the
recipient's name and date the ticket was
opened.
📝 There is
a 20MB attachment
limit when sending replies in Teamwork Desk.
If your attachment are above this, you will be
alerted in the bottom right of your Desk
account that the message has not been
sent.
Delivery
failures
If there is an issue in
delivering a message
to a recipient, an
error message is displayed below the
reply. Click Show
error to view
details of why the reply did not send
successfully.
Delivery
notifications center
You can also track delivery
issues
across your site via the notification
bell.
- Click the notification bell icon (
)
in Teamwork
Desk's main navigation menu.
Click the
vertical ellipsis (three
dots) at the top of the notifications
panel.
Select Delivery
Notifications.
In the delivery notifications area,
you can track any issues with ticket delivery
across your inboxes.
The delivery notifications log shows
all threads that have
a reply that failed across any
of the inboxes you have access
to:
Thread -
Click the subject line
to open the ticket
preview.
Delivery
status
Failure
reason - hover over the
reason to view the
full
details.
Failure
count - a
failed message will
try to redeliver up to
4 times automatically.
This count shows how
many attempts have
been made to
date.
Retry -
this option will only
be available if the
send status is failed.
Using the advanced filters
panel, you can filter the delivery
notifications by status or by tickets
created by only you or everyone.
Email
notifications
✔️ Available on
Premium and Enterprise
subscriptions.
Accounts using SMTP receive email
notifications outlining sending issues.
- Users whose
messages fail to send will
receive email notifications every hour
with a
link to each affected ticket (if any
messages failed).
- Site owners
will receive roll-up
notifications every 24 hours,
summarizing
any failed messages (grouped by
agent) with a link to each affected ticket.
📧 If you are
experiencing issues with
replies
being delivered, please contact us at
support@teamwork.com.
