Understanding Email Delivery and Bounce
When you need to get an important message to a customer, one of the fastest ways to do it is by email. Despite several new and modern communication techniques, email stays the most preferred channel for customers when they need help from a business.
However, what is often overlooked, is to ensure seamless delivery of emails to your customers. We've all been there. You draft an email ticket, send away, and then — when you check your ticket — you see that it “bounced.” Or worse you send out instant notifications that never reach your customers.
In this article, let's talk about the following:
- What are bounces and why do they happen?
- What is the impact of bounce?
- What is your way out of a bounce bounty?
What are Bounces?
Bounces are those email addresses to which Zoho Desk could not deliver your email. They usually appear as a new conversation in your ticket. But there's no way to identify bounces in notification emails unless you take a closer look—at ticket history. There are two kinds of bounce email:
- Hard bounce
- Soft bounce
Hard Bounce
A hard bounce is that email address to which an email is permanently undeliverable by Zoho Desk for different reasons. Some of them are as follows:
- The recipient email address does not exist.
- The domain name does not exist.
- The mail server of the recipient has blocked delivery.
Soft Bounce
A soft bounce is a temporary failure, and there is a chance that the recipient will receive the email from Zoho Desk eventually. It can happen when:
- Your email response is too large.
- Customer's inbox is full.
- The recipient's server is down or offline.
What is the impact of bounce?
Zoho Desk takes bounces seriously as they affect not only the delivery of your emails but also the reputation of the email service used to send the emails, in this case, Zoho. We monitor for accounts that continually send emails to invalid contacts and block the email addresses from time to time. If you can't send emails to a contact, it means that one of the following factors impact your account:
- When an email has hard bounced, it will be blocked by Zoho Desk permanently.
- When an email has soft bounced, you will still be allowed to send further emails upto five times. If at the end of the fifth consecutive time, Zoho Desk is not able to deliver the email, the soft bounce gets converted as a hard bounce, and so the email address will be blocked permanently.
What is your way out of a bounce bounty?
It can be frustrating when you send out a ticket reply or notification email, and it does not get delivered. Maybe that one of the bounce mitigation factors has kicked in for your account. But, not all bounces are permanent.
An email address that has been marked as a "hard bounce" can be removed from the blocked list. If you're convinced that the contact's email address is valid, write to Zoho Desk Support at support@zohodesk.com.
If your account reaches too high of a bounce rate, your email sending can be blocked without warning. This block applies only to your email notifications and not for ticket responses. If you find yourself in this situation, write to Zoho Desk Support at support@zohodesk.com. We will do what is required to whitelist Zoho Desk.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Setting up your Email Channel
Emails are the most widely used mode of communication for your customers to submit tickets to your Zoho Desk. The emails received from your customers are converted into tickets and assigned a unique ticket ID. All you need to do is to forward the ...Configuring SPF and DKIM for your Email Domain
SPF and DKIM are fundamental email authentication protocols that can help protect email senders and recipients from spam, phishing, and spoofing. SPF allows your recipients to know whether emails from your domain, are in fact sent by you while DKIM ...FAQs: Email
Can I clone email templates across departments? Creating email templates for multiple departments in Zoho Desk allows you to streamline your communication with customers and agents by providing preconfigured messages tailored to specific needs. ...Sending Ticket Details as Email
Generally, when customers lodge their queries through a phone call, the agents create a ticket to record in the Tickets module. It helps them track and monitor the status and add a resolution accordingly. The Send as Email option in the mobile app ...Managing Email Templates
Effective communication is important for businesses. Zoho Desk provides a couple of predefined email templates that can be used to send Email notifications to your customers and agents. For example, you can use the predefined Email Template to send ...
New to Zoho LandingPage?
Zoho LandingPage Resources