You might wonder why some conversations that have been marked as completed or pending suddenly reopen, even without an actual response from the requester. Bounced emails trigger a status change on conversations, making it appear that a completed or pending case has been reopened by the system.
In Kayako, a bounced email at the recipient's end will trigger a status change, which makes it appear that the system has reopened a completed or pending conversation even when there's no actual response from the requester.
Any situation blocking messages from being accepted at the recipient's end usually triggers a response that results in the bounced back message being received by Kayako.
Below is a sample screenshot of a bounced status in Kayako.
To determine what has caused the bounce, hover over the ( X ) symbol to see the specific error.
Possible situations that could cause the bounce:
- The recipient server is experiencing issues preventing receipt of the incoming email.
- A spam filter that targets a specific word or phrase is preventing the message from being delivered to the recipient's mailbox.
- Mailbox is full.
- Invalid email address.
Recipient Server is Experiencing Issues
If the recipient server is experiencing issues that are preventing it from receiving incoming emails from Kayako, there is nothing we can do but wait until the issue is resolved, then try again.
Spam Filter Blocking Messages
If the issue is due to the recipient's spam filter flagging your emails as spam, there are two things to consider:
- If you are using an external domain or email address, consider setting up spam protection with SPF and DKIM. To ensure that your messages do not get caught in your customers' spam filters, we strongly recommend setting up two authentication tools (SPF and DKIM) on your email server to ensure that your emails are delivered successfully.
- Contact the recipient through other methods or channels and inform them that your email has bounced. You may want to advise them to check with their email administrators to see if your domain or email address has been blocked by their spam filter. Or, advise them that emails being sent to their server are bouncing back to alert them of potential server issues that they may be unaware of.
Invalid email address
Contact the recipient using a different channel to make sure that the email address is still valid. Update email in Kayako if needed.
After configuring your SPF and DKIM or if the recipient's server is no longer blocking your email, you can either send a test email to the same user or recipient or observe if the emails are still bouncing back from their server.