Email delivery trackingEmail delivery tracking allows you to monitor the delivery of email messages that you're sending and also gives information if the message has been read by recipient. In HelpDesk we have 3 main statuses: Delivered Read Delivery issue, which is caused by: Hard bounce Spam Status will be displayed in the bottom right corner of every send message. Here's what it looks like: Email delivery statuses Delivered Once we get a successful response from a receiving mail server, the email is considered delivered.
How do my clients see the messages sent from HelpDesk?One of the key values in customer support is to give both precise and personal answers to your clients. Messages sent from HelpDesk look like standard emails. Your client sees only the actual answer to their query. You can change the Assignee, write a Private Note or change the Status of a ticket. It will not be visible to your client. Here's an example of a conversation in HelpDesk: