When an email bounces and agents receive the “Not delivered” error in Help Desk, the notification is shown at the bottom of the “Help desk” view. This makes it difficult for agents to troubleshoot efficiently.
We strongly recommend that bounce errors are displayed inline and chronologically next to the affected message in the conversation thread. An additional visual indicator (for example, an icon or banner at the top or bottom of the “Help Desk” view) would further help agents quickly identify delivery issues.
Today, troubleshooting requires agents to leave the “Help Desk” view, navigate to the “Tickets” view, drill down into the ticket, and manually search through the conversation history.
This is not user‑friendly and should be straightforward to visualise directly in context.
Moderator Note: this post was reviewed for relevancy and optimized for clarity on 4/13. Thank you for your contributions to the HubSpot Community!