Email delivery tracking

Aneta Szotek
2 min read
updated: Jun 16, 2021

Email delivery tracking allows you to monitor the delivery of email messages that you’re sending and also gives information if the message has been read by the recipient.

In HelpDesk we have main statuses:

  • Delivered
  • Read
  • Delivery issue, which is caused by:
  • Hard bounce
  • Spam

Status will be displayed in the bottom right corner of every send message. Here’s what it looks like:

The “read” status in the ticket view

Email delivery statusesLink icon

DeliveredLink icon

Once we get a successful response from a receiving mail server, the email is considered delivered.

Note: This means the receiving mail server accepted the email but may perform additional processing on it before delivering it to the final recipient.

ReadLink icon

If you see “Read” status it means that recipient opened the message.

To check if the message has been opened, we add an invisible 1x1 pixel image. We can verify if the image has been loaded in the recipient’s inbox.

Delivery issueLink icon

It may occur that your message does not reach the recipient. In this case, the notification “delivery problem” will be displayed.

The “Delivery issue” status

We identify three most common issues:

Hard bounceLink icon

A hard bounce might occur when we’re unable to deliver your message because the domain name doesn’t exist or because the recipient is unknown.

RejectedLink icon

Recipient’s email has generated hard bounce or spam compliant in the past.

SpamLink icon

The message has been delivered but:

  • was blocked by the user,
  • was classified as spam/bulk mail,
  • your message included rejected content.

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