From time to time, our email service SendGrid will send an email to our [email protected] email and thus create a ticket for "Undelivered Mail Returned to Sender". This email/ticket needs to be actioned depending on where its coming from. Recommended steps as per below:
Grab the email address that it was not correctly sent to (should be listed in the email.
Log in to SendGrid (login details in LastPass listed as Sendgrid.com)
Go to Activity if not already there, paste in the email address from step 1 and press Search
In the search results, note the portal that the email is being sent from if any as shown in the image below. Search CRM for that firm and find the primary contact, notifying them of a failed email sent from their portal. Template to follow:
Dear <Insert Primary Contact>,
Please note that we have received an error when the HowNow Portal has tried to automatically send an email to the following address/es:
<Insert Email Address>
This is usually due to an incorrect email address or could be due to the client's email security levels. If this is the case, the client can try marking ‘[email protected]’ as a safe sender to ensure they receive notifications. If you are receiving this email in error or would like to discuss this further, please reply to this email or call us on 1300 333 424 and keep this email handy.
Thank you,
Please note this image is not part of the template.