Hello,
FreshDesk is not displaying non-delivery reports on emails that result in ticket creation (a.k.a you used the “new email” button). It’s only displaying them on emails that result in ticket update (a.k.a. you responded to an existing ticket).
In the automations there is a possibility to trigger off an event named “Mail sent to requester address failed”, but this only exists on automations triggered upon ticket update, but not automations triggered upon ticket creation.
This means that you could be trying to email someone and not know that it wasn’t getting delivered (like you would in any other email platform that would capture the non-delivery report). This can be a big deal when it comes to important contacts or important communications, and you may not always be expecting a reply, so important communications get lost in the void.
I reached out to support about 9 months ago and they confirmed there is no solution or work-around right now. I asked them to pass along feedback, but not sure if that went anywhere.
