Reasons why email messages end up in the "unsuccessful" folder

I've maintained a list of reasons why email messages get into the "unsuccessful" folder:

(As an aside, I also have documented a false positive - an email message in the "processed" folder where the message wasn't successfully processed: Inline images do not get attached to the ticket.)

I have found over time that I get email messages in the "unsuccessful" folder that look like they have been processed. Am I missing reasons why messages appear in the "unsuccessful" folder - especially where the email looks like it has been processed?

Tags unsuccessful email-behavior inline-images
Asked by Greg Van De Mark on Thu 11/14/19 2:30 PM Last edited Thu 11/14/19 2:51 PM
Sign In to leave feedback or contribute an answer

Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 11/15/19 10:39 AM

Hi Greg,

Emails can fail also if they a reply is sent to a ticket Creation monitor and vice versa, depending on how you have monitors configured.

Also, if the message is unreadable for some reason or if an attachment on it cannot be added to the destination ticket, it can fail.

No feedback
Here are some more reasons that we were told a reply gets into the Unsuccessful folder:
-- Missing a salutation on the reply
-- Missing the very small text of "----- Original Message -----" on the reply. You can only see this if you copy and paste the message into something like Notepad ++. You cannot see this in the email.
-- Token has gotten corrupted - Looks like the token is missing the beginning (i.e. this text "----TEAMDYNAM"), but the text is actually just in white text, when we copy and paste into Notepad++ we see the entire token.
- Janet Moore Thu 8/6/20 11:15 AM