Check if a reply was emailed
Every email reply shows a delivery line under it. Learn what Emailed to, Not emailed and Email failed mean, and what to do about each one.
Last updated 2 min read
When you reply to an email ticket, Hushdesk sends the reply by email in the background. A small line under the reply tells you what happened, so you never have to wonder whether the customer got it.
Before you start
- Who this is for: anyone who replies to email tickets.
- Plan: all plans.
Step by step
- Send a reply on an email ticket.
- Look at the line under your reply in the timeline.
- Read which of the three states it shows (see the table below).
- If it is not Emailed to, follow the fix in the table.
What happens next
| Line under the reply | Meaning | What to do |
|---|---|---|
| Emailed to customer@example.com | Handed to our email provider for delivery | Nothing |
| Not emailed: This customer has no email address | The customer has no address | Usually a chat customer: ask for their email and start a new ticket to it |
| Not emailed: Email sending is not connected on this server yet (POSTMARK_SERVER_TOKEN) | This server cannot send email | Ask the server owner to connect sending |
| Email failed: reason | The provider refused the reply | Fix the cause in the reason and send again |
If a reply fails, the email address in Settings > Email also records the problem, which helps support investigate.
What is and is not emailed
- Replies on email tickets: emailed.
- New tickets you start yourself: emailed. See Start a new ticket.
- Internal notes: never sent.
- Chat replies: shown in the chat window, not emailed.
- AI agent and rule replies on email tickets: emailed like yours.
Who the reply comes from
Replies go out with your Name on your replies. If your domain is verified, the sender is your support address; otherwise it is Hushdesk's shared sending address with your store name. Either way, the customer's answer comes back into the same ticket.
Tips
- Replies keep the customer's thread: they answer the latest customer email and carry the earlier message ids, so the customer's mailbox groups them.
- Verify your domain so replies come from your own address and are less likely to land in spam. See Send replies from your own domain.
- A failed email never stops the reply from being saved. The ticket always keeps what you wrote.
Troubleshooting
"Email failed: The email provider refused this message"
The provider gave no detailed reason. Check the customer's address for typos and try again later.
Every reply says "Not emailed"
Email sending is not connected on this server. Your replies are saved in Hushdesk but not delivered until it is.
Frequently asked questions
How do I know my email reply reached the customer?
Look under the reply in the ticket. Emailed to followed by the customer's address means it was handed to our email provider for delivery. Not emailed means it was saved but not sent, and Email failed means the provider refused it, with the reason shown in the same line.
Why does my reply say Not emailed?
Either the customer has no email address on their profile, or email sending is not connected on this server yet. The reason is written after Not emailed. If they have no address, ask for one in chat and start a new ticket to it; otherwise ask the server owner to connect email sending.
What should I do when a reply shows Email failed?
Read the reason after Email failed. It usually points at a bad address or a provider refusal. If the address is wrong, start a new ticket to the correct address and copy your reply into it. If the reason mentions your domain, check its DNS records on the email setup page.
Are chat replies emailed too?
No. Chat replies go to the visitor's chat window only and show no email delivery line. Only replies on email tickets, and new tickets you start yourself, are sent by email. Notes are never sent to the customer at all.
Does Emailed to mean the customer has read my reply?
No. It means our email provider accepted the reply for delivery. Hushdesk does not track opens or reads. If the customer says it never arrived, ask them to check their spam folder and consider verifying your domain to improve delivery.
Was this helpful?
Related articles
- Send replies from your own domainVerify your domain with a DKIM and a Return-Path record so Hushdesk replies come from support@yourstore.com and land in the inbox, not spam.
- Auto-replies, bounces and mail loopsHushdesk ignores out-of-office replies, bounces and its own replies coming back, so they never become tickets or start an endless email loop.
- Troubleshoot email forwardingEmails not reaching Hushdesk? Work through the common causes, from forwarding left off or blocked to filters, typos and confirmation codes.
- Reply to a customer or add an internal noteUse the reply box to answer by email or chat, switch to an internal note your team only sees, format text, and send with Send or Send and close.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.