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Objective

Upon completion of this KB the user will be able to search for and examine the status of emails sent via the the communication module 

Assumptions

  • The User has the minimum required level to access the System tab
  • The User has a basic understanding email status
  • The User has an understanding of the Australian Tertiary Education System / VET Sector

Key terms and concepts

Key termDescription
DroppedThe Email client will Drop a message to a specific email address in order to protect your sender reputation. The email client keeps Email Lists to track bounces, spam reports, and unsubscribes for each of our users. If a user sends a message to an email address that exists on one of these lists within their account, the email client will automatically drop the message (i.e., not send to the address).
Clicks
OpensThe Email Client inserts a small, transparent image into all emails that will be tracked. When a student reads an email, their client application loads the tracking image which registers the open event with the email client.
Delivered

A delivery is recorded when a request to send an email results in the email being accepted by the receiving server. However, this does not necessarily mean that the message reached the recipient’s inbox. Some users and some email applications may filter the email away from the inbox even though the email was delivered to (accepted by) the recipient email server.

If an email is indicated as delivered you can be certain that it was not deferred by the ISP.

Bounce

A message that is returned to the server that sent it. Bounced emails are either a permanent failure to deliver the email or a temporary failure to deliver the email, based on conditions with the recipient mail server.

Reasons for bounced emails:

Permanent bounce is an e-mail message that has been returned to the sender because the recipient’s address is invalid. A hard bounce might occur because the domain name doesn’t exist or because the recipient is unknown. If a email is on the bounce list, we will auto drop any future requests to this email address.

Temporary Bounce is an e-mail message that gets as far as the recipient’s mail server but is bounced back undelivered before it gets to the intended recipient. This type of bounce might occur because the recipient’s inbox is full.

Spam ReportSpam reports happen when a recipient indicates that they think your email is spam and then their email provider tells the email client.
Processed
DeferredA deferred status can occur when an ISP or mailbox provider is for some reason not ready to accept email from your IP address. Instead of blocking or bouncing the message, the provider will defer or temporarily delay receiving the message and wait for the email to be resent. The email client will retry delivery of a deferred email on behalf of our customers for 72 hours from the time of the first deferral, after which time the email address will be placed on the Block Suppression list.
Filter by DatesThe option to search all emails sent up to a certain date.
Filter by Email AddressTo option to search all emails sent to a particular email address


Implications


Workflow

How to Search for an Email status from the Communication Module within the System - method 1

  1. Click the System Tab in the side menu
  2. Click the View Email event option within the side menu
  3. Click the search options (Dropped, clicks, opens, delivered, bounce, spam report, processed, deferred) required.
  4. Select a up to date using the date picker  (if required, leave blank if search for all emails sent to a particular address or all of a particular search option)
  5. The list of emails that meet the criteria will appear on the screen.
  6. Click on the + symbol for more information about the email event


How to Search for an Email status from the Communication Module within the System - method 2

  1. Click on the Student tab in the side menu
  2. Click on the Search option in the side menu
  3. Enter at least one of the following options in to the relevant search box: 
    • Student No, 
    • Preferred Name, 
    • Given Name, 
    • Family Name / Surname, 
    • Previous Last Name
  4. Click on the Search Studentbutton.
  5. This will show a list of students that meet these criteria
  6. To filter the list of students, in the search box  above the list of students, start typing the student's first or given name. 
  7. When you see the record for the student you are looking for, click on the student number for that student, highlighted in blue in the left column of that row.
  8. The student's record has now been loaded into the Student Summary page.
  9. Click on the Communication Event option in the side menu
  10. Click on the blue hyper link on the left side of the required email record.

Further reading


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