Why a reply says "Not delivered"
Updated
When you send a reply, Bancroft emails it to the customer. The reply is labeled Sent to customer, and Sending email… shows next to it while the email is on its way.
If the email can't be sent, even after several automatic retries, the reply is labeled Not delivered. Underneath it says "The customer didn't get this reply by email," followed by the reason the mail server gave.
Common reasons
- The customer's address is wrong. A typo in an address you entered by hand is the usual cause. Check the email under Customer in the ticket details.
- Your IMAP mailbox can't sign in. If replies go out through a connected mailbox, a changed or expired app password stops them. Go to Settings → Email and select Test connection.
- Your mail provider refused the message. Some providers limit how much mail a mailbox can send, or block large attachments. The reason shown under the reply usually says which.
Send it again
Your reply stays on the ticket, so nothing is lost. Fix the cause, then copy the text into a new reply and send it again.
What never gets emailed
- Internal notes. They're for your team only.
- Replies on test tickets. In test data, nothing is emailed to anyone.
Not delivered means the email couldn't be sent at all. If a customer's mail server accepts a reply and rejects it later, Bancroft can't tell, so the reply still shows Sent to customer.