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Bounced mail problem - SmarterTrack
Problem reported by Emanuele Tomasi - 10/13/2020 at 1:37 AM
Submitted
Hi, 

in our SmarterTrack system we have a lot of cases where a ticket go crazy and generate a lot of these messages/mails to the user :

"A bounce message was received for one or more Tickets from this customer.
As a result, one or more replies may not have been received by the intended recipient(s).
Raw Content".

The big problem is that they receive all this mails. (10-20 mails per ticket).

Could you help us?

3 Replies

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Kyle Kerst Replied
Employee Post
Hello Emanuele! This behavior points at an issue during SMTP communication with the end user's email server. Can I have you check the SMTP logs from Settings>Diagnostics>Log Files for messages relating to these email addresses and let me know what you see? My theory is that the receiving server may not be terminating the session as expected and this results in the bounce notification. Lastly, if you are not on our latest release I recommend giving this a shot as well. Hope that helps!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Emanuele Tomasi Replied
Hi Kyle,

we are using Build 7265, I'll upgrade to the latest and then I'll check again.

Thanks.

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Emanuele Tomasi Replied
Hi  Kyle,

I did the upgrade at the latest version, but this problem persist.
Here a screen of SMTP log.

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