Make it clear if an e-mail has failed to send - log / not on re-opening

We sometimes type an answer and then we press 'Send and close ticket'. After that the ticket is closed. A day later, the ticket appears open again in the assigned to me box. However, there is no notifcation, no log, no nothing about why it's re-opened. I think it's because the e-mail failed to send because I remember that from the early days of Trengo. 

 

Is there in the meanwhile a better way to see e-mails that failed to send? Or can you at least add a log / note when a ticket is re-opened about why it was re-opened? That would be really helpful and I guess minimal change to the software. 

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  • Another thing, if I leave a ticket open (sometimes it happens because I need to follow up for example or do something with it later on), I cannot see if the e-mail has failed. Is that right? That's a huge flaw, since ticketing / e-mailing is the core of Trengo. I need to know 100% sure if the e-mail was sent succesful or not. Now if I leave a ticket open it might be sent, but it might as well be not. I won't know.. Or am I missing something obvious?

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      • Tamara Berner
      • Product Specialist
      • Tamara_Berner
      • 2 mths ago
      • Reported - view

      Marcel In the top right corner of a message there is a red corner showing "failed". This helps you to recognize failed conversations. 

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  • One more thing. I have now done a few tests, because the e-mail service is now down. It sometimes re-opens the ticket, but not even everytime. Please check ticket: 43588465 for example. It's close and not re-opened, but the e-mail is 100% sure not delivered. This needs to be fixed for sure and is pretty unreliable..

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      • Tamara Berner
      • Product Specialist
      • Tamara_Berner
      • 2 mths ago
      • Reported - view

      Marcel Can you please send this ticket to our support team, so they can do some research into this situation. They can be reached via team@trengo.com.

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  • 2 mths agoLast active
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