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Email Tracking

OneDesk keeps a log of all emails that have been sent and received by your OneDesk in the last 72 hours. This allows you to have full transparency of your emails.

You can view your email records by clicking on More Applications in the bottom left side > Administration > click on Emails. At the top, you will find tabs for incoming and outgoing email messages.

Auditing your outgoing email

In the ‘Outgoing’ tab, you can view the emails OneDesk has sent on your behalf. You can see the email send date, subject, recipient and status. 

For each email found in the list you can see the delivery status and even view the email details by clicking the action button (three dots). In the email details, we also display the events returned by our email API to let you know what happened. If the email bounced we will let you know; if the email was blocked by a spam-blocker we will let you know.

We retain the last 1000 emails sent or the last 72 hours, whichever is less.

It is important to note that if you have elected to use your own SMTP server for outgoing email, we cannot track this for you. To trace an email in this case you will need to contact the system administrator responsible for your email server.

Auditing your incoming email

OneDesk captures email that you auto-forward from your support email addresses, and creates corresponding tickets in your OneDesk account. We also capture replies to these emails so that we can thread them into the conversation on the ticket.

This record can be found under the 'Incoming' tab. If a customer claims to have sent a reply or submitted a ticket, this will let you know if we received it.

For each email in this list you can view the action taken by OneDesk such as “Ticket Created” or “Message Added”. You can also view the email details as well as download the email.

By viewing the email details you will be able to see the event history of that email as well as a link to the ticket created.

Once again for these emails, we retain the last 1000 emails sent or the last 72 hours, whichever is less.

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