Check channel health and see which emails bounced

Settings → Channel Health shows whether your email and social channels are working and which emails didn't reach your customers. You need the Admin or Owner role.

Check your channels

1. Go to Settings → Channel Health (under Channels).
2. Choose Last 7 days, Last 30 days or Last 90 days at the top. The Bounce Rate and Complaint Rate cards and the Email Delivery Over Time chart cover that period.
3. Use the tabs for more detail: - Email Channels: each support address, its sending domain, whether DKIM/SPF is set up, and its 7-day bounce rate. - Domain Health: how well your own domain is protected against spoofing (DMARC) and which services send email as you. - Social Channels: whether your WhatsApp, Instagram and Facebook connections are working. - Recent Failures: every email that bounced or was reported as spam. - Blocked & Suppressed: addresses ZippTicket won't send to or accept mail from.

See which emails bounced

1. Open the Recent Failures tab.
2. Each row shows when it happened, the Recipient, the Type (bounce or complaint), the Reason in plain English, and the Ticket the email belonged to.
3. Click Server message under a reason to see exactly what the recipient's mail server replied.

Common reasons:

• Mailbox doesn't exist: usually a typo in the address, or the person has left that company.
• Recipient's mailbox is full: the email may go through if you try again later.
• Blocked by the recipient's mail server: their spam or security filter refused it. Ask the customer to add your support address to their safe senders.
• Recipient marked the email as spam: the customer reported one of your emails as spam.

Some failures are normal: customers mistype addresses and mailboxes get closed. A rising bounce rate is worth a look.

Fix a suppressed address

When an address bounces permanently, ZippTicket stops sending to it so a bad address doesn't hurt your delivery. Replies to that customer are not sent until you clear it.

1. Open the Blocked & Suppressed tab. Use the reason filter to show Bad address (bounce) or Reported as spam only.
2. If the address was mistyped, correct the customer's email on their contact instead.
3. If the address is right and now works (for example, their mailbox was full), click Clear next to it, then Clear Suppression.

To add another support address, see Connect your support email address.