Hi @sean.groomes 

Greetings!

In Freshdesk, if replies or forwards don't go through, agents get email notifications and the error will show up in the ticket conversation and list view as 'Message not delivered' and 'Undelivered'.

These issues may result from an incorrect domain, an invalid email address, or mail server connectivity problems. Some of these factors suggest temporary issues with the recipients' addresses, while others indicate permanent problems, such as an invalid email address. To uphold sender reputation, email providers like FreshMail and SendGrid (used by Freshdesk) add recipient emails to a drop-list when the server returns an error response indicative of a permanent failure.

The undeliverable tag once added is not removed even if the email gets sent on subsequent retries. This is already raised as a feature request with our product team for consideration in our future road maps. Our product management team will evaluate the feasibility of this request based on similar inquiries.

If you want stay in the loop about Feature Requests, just shoot an email to support@freshdesk.com and we'll let you know about the updates.

Cheers,
Sneha.

Hi,

We have several services that send emails from a noreply address, they will never be routable, we simply don’t want Fresheservice to alert that it sent an undeliverable email because it puts error notices all over the web interface.

There should be a way to disable what happens when freshservice encounters an unroutable address.

Hi @sean.groomes 

Let me loop in the Freshservice team to help you with this.