Monthly Newsletter - January 2026

Undelivered Ticket Replies 

1. This type of alert appears at the top of your screen (1) and in your notification center (2) with an exclamation point (!).
   
2. This alert occurs when an email cannot be sent due to a server or internet connection issue, or when an incorrect email address is provided.
   

Steps to Correct and Resend Email Failure Threads:

1. Open the ticket with the failed reply
   
2. Copy your reply
   
3. Click on the ellipsis and select Delete Thread (the Delete Thread option only appears in failed email threads)
   
4. Verify/Correct the email address
   
1. To verify that the correct email address appears, hover over the recipient's name. If the wrong email address appears, click the (x) and manually enter the email address.
   
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5. Paste your reply
   
6. Hit Send
   

1. You see this Notification when an Email Failure is not corrected.
   
2. These Notifications appear as new tickets in the department where an Email Failure Alert occurred.
   
3. These are generated by Zoho, and the system will attempt to send failed emails for 30 days.
   

Steps to Prevent Undelivered Mail:

1. Correcting Email Failure Alerts is the only prevention of Undelivered Mail Notifications.
   
2. Update the status to Closed.
   
3. Attach the Undelivered Mail to the Original ticket using the Parent-Child action.
   

1. These are caused when an invalid email address is provided.
   
2. They appear as new tickets in the department where the response could not be sent.
   

Steps to Correct Returned Mail (mailer-daemon):

1. Open the Returned Mail
   
2. Scroll about halfway down and look for Subject
   
3. You will see a ticket number referenced ()
   
4. Open the original ticket and correct the invalid email address in the Ticket Properties Panel. (Revisit the April 2025 or July 2023 Zoho Newsletters as a refresher on the Ticket Properties Panel)
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5. Select Reply, compose your message.
   
1. To verify that the correct email address appears, hover over the recipient's name. If the wrong email address appears, click the (x) and manually enter the email address.
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6. Attach the Returned Mail to the Original ticket using the Parent-Child action.