This article provides information regarding the meaning of each of the message status indicators shown in Kayako tickets or conversations.
From the conversation or ticket timeline, you can quickly check the status of any message you have sent to your customers. Above each sent message, you will see a status indicator, as shown in the image below:
Hover over the indicator to determine when the message's status changes. The below table explains the several possible statuses:
Kayako is sending your message.
Something went wrong while sending your message. You will have a chance to resend your message.
Your message has reached Kayako's API but has not been sent to the customer yet.
Kayako has successfully sent your message to the customer.
The customer has received your message, but they have not read it yet.
Something blocked the message from being accepted on the customer's end.
Note: Hover over the symbol to see the specific error that caused the bounce.
When an email is bounced, the status of a ticket is changed from Completed to Open.
The customer has opened your message.
NOTE: If for some reason the message status indicator is not changing or not working at all, please see the Message Status Indicators Not Working article for more details.