Where do I find Email History?
There are three ways to check Email sends:
Via an individual Customer page, which has an Email History section at the bottom.
From the Tools page, where you can select the Email Audit feature. This shows you all emails sent, and you can filter the page by date and Customer.
From the Correspondence tab on the Order Details View or the Transaction Details drawer, which lists the emails sent for that Order.
On all of these pages, you can resend emails and click on links to both the Transaction and Email Template.
Learn more - Guide: Order Details
What do the different Statuses mean in an Email History?
The Email History will show any of the following in the Status column:
In Progress - preparing to send.
Scheduled - is ready to send according to the schedule in the Email Sequence.
Delivered - the email has been accepted at the receiving server. NOTE - this does not necessarily mean it has gone into the Customer's inbox as a result. Servers can still quarantine emails if they believe it might be phishing.
Deferred - when an email cannot immediately be delivered, but it hasn't been completely rejected. SendGrid will continue to try for 72 hours to deliver a deferred message. After 72 hours, the deferral turns into a block.
Opened - this shows the last time the Customer opened the email.
Dropped - when the email has not been sent for delivery. This may be because the email contains spam content or if the recipient has unsubscribed previously.
Bounced - failed to deliver or blocked by the receiving server, as the email address is not authenticated. Contact Support if this happens and we can investigate.
Cancelled - a scheduled email has been cancelled due to a Refund or Exchange.
Failed - the email has failed to send because of an issue with the Email or Ticket Template. Please contact Support if this shows and we can look at the Template.
FAQs
Why hasn't my Customer received their Tickets?
Why hasn't my Customer received their Tickets?
This might be because Customer details or a Delivery Method have not been added to the Transaction.
If a Customer has been added but not a Delivery Method, then you can still use the Download PDF option on the Transaction, and choose the correct Delivery Method. You can also send the Customer their Tickets by clicking Email on the Transaction.
If the Delivery Method's Print Rules have Wait for external barcode before emailing tickets switched on, the Ticket email is held until the imported Barcodes are in place.
However, this may also be because the email has been sent to the Customer's spam inbox, or they have unsubscribed from Line-Up emails. Contact Support if this is the case and we can check the details on our email provider.
If emails are going into spam for multiple Customers, you may need to authenticate your domain. Contact Support for help with this.
If a Customer hasn't received their Tickets, despite the email being sent out, then you may want to generate a new Barcode and resend them the Ticket. Doing this ensures that the existing Barcode that was originally sent out can't be used, preventing any potential fraudulent use.
Is this the only way to resend an Email to a Customer?
Is this the only way to resend an Email to a Customer?
No, you can also resend emails from the Transaction, or from the Order Details View, by clicking the Email shortcut button.
On the Resend Email window you select which Email Template to use. To attach the Tickets, tick Attach a ticket template to the email and choose the Delivery Method whose Ticket Template should be used.
Learn more - Guide: Download & Resend Tickets
It says that the Customer has clicked in the email, but not opened.
It says that the Customer has clicked in the email, but not opened.
This will likely be because the email server has opened the link, not the Customer. This could be because they suspect that the email could be phishing/spam, for example if there's 'password' in the title or body of the email.
This could also result in the email bouncing. Please contact Support if this is happening and we can take a look at the Email Template that's being sent, plus check the email address to see if their server is blocking our emails.
Can I see any more details about why an email has bounced?
Can I see any more details about why an email has bounced?
If you'd like to see exactly why an email has failed or bounced then please contact Support with the email address and we can check our server for more details.