Overview
When a newsletter fails to send, Simpplr now handles the end-to-end resolution automatically. The platform retries the send, notifies the right people, and creates a support ticket — all without manual intervention. The ticket link is included in the failure notification so teams can track and resolve the issue immediately.
What changed
Newsletter send failures previously required senders to detect the issue themselves and raise a support ticket manually. The platform now automates all three steps: retry, notification, and ticket creation.
How it works
1. Failure detection and automatic resend
When a full or partial send failure is detected, the system schedules an automatic resend attempt shortly after detection. If the resend also fails, the platform proceeds with notification and ticket creation.
2. Email notification on failure
A failure notification is sent to the newsletter creator and the person who triggered the send. If both are the same person, one notification is sent to avoid duplication.
The notification includes:
Newsletter title and identifiers
Counts of successful vs. failed deliveries, where available
A direct link to the newsletter listing or analytics
A link to the automatically created support ticket
Admins can enable or disable failure notifications globally. Individual users can also opt out of personal notifications.
3. Automatic support ticket creation
When a failure is confirmed, the platform creates a support ticket on behalf of the customer. The ticket is linked in the failure notification email and includes key metadata to accelerate triage: newsletter title, tenant and org identifiers, failure timestamp, and observed error signal.
What you will see
A failure notification email in your inbox with the ticket link and next steps
Resend status reflected on the newsletter listing when an automatic retry is triggered
Quick access to the scheduled or sent date and time from the listing via hover on the status
Behavior and considerations
Failure notifications go to the newsletter creator and the triggering sender. Admins control global availability; individuals can opt out personally.
A success notification means the newsletter is available on the intranet (web and mobile). Email delivery to all recipients may still be in progress due to downstream provider timings.
If the automatic resend also fails, the support ticket is created and linked in the notification email.
Tickets are created automatically. There is no need to raise a separate case.
Example scenarios
Scenario 1: Resend fails after initial failure The system detects a failure and schedules an automatic resend. If the resend also fails, the sender receives a failure email with a ticket link. The team can track progress and review analytics to understand partial delivery.
Scenario 2: Organization decides not to retry If the customer chooses not to proceed with further delivery, the support ticket linked in the failure email becomes the central place to request a backend status update and unlock analytics or heatmap views where appropriate.
Best practices
Keep failure notifications enabled and recipients current so the right people are alerted immediately.
Use the ticket link from the failure email as the single source of truth for investigation and updates.
Review newsletter analytics after resolution to confirm expected reach.
Troubleshooting
Failure notification email was not received
What happened: Failure notifications may be disabled globally, or your personal notification preference for newsletters may be turned off.
What to do: Ask an App Manager to verify that newsletter failure notifications are enabled globally. Also check that your personal notification preference for newsletters is not disabled.
No support ticket was created or the ticket link is missing
What happened: The ticketing system may have been temporarily unavailable when the failure was processed.
What to do: Wait a few minutes and check the newsletter listing page again. The ticket is created automatically once the workflow completes. If it still does not appear, contact support.
Success notification received but recipients have not got the email
What happened: A success notification confirms the newsletter is available on the intranet. Email delivery to individual recipients may still be processing through downstream providers.
What to do: Wait and check again after some time. Review analytics to confirm delivery reach.
A resend is in progress but the organization wants to stop further delivery
What happened: An automatic resend was triggered after the initial failure, but the decision has been made not to proceed.
What to do: Use the ticket link in the failure email to communicate with support. Request a stop or status adjustment so analytics can be reviewed without triggering further sends.
FAQs
Q: Who receives the failure notification email?
Ans: The newsletter creator and the person who triggered the send both receive the notification. If both are the same person, only one email is sent to avoid duplication. Admins can manage global availability of these notifications, and individual users can opt out personally.
Q: Does the platform retry the send automatically?
Ans: Yes. When a failure is detected, the system schedules an automatic resend attempt. If the retry also fails, a failure notification is sent and a support ticket is created and linked in the email.
Q: Do I need to raise a support ticket manually?
Ans: No. The platform creates a support ticket automatically when a failure is confirmed. The ticket link is included in the failure notification email. Use it to track progress and communicate with support without opening a separate case.
Q: What information is included in the support ticket?
Ans: The ticket includes key metadata to help the support team triage quickly: newsletter title, tenant and org identifiers, failure timestamp, and observed error signal.
Q: What does a success notification mean if some recipients have not received the email?
Ans: A success notification confirms the newsletter is available on the intranet across web and mobile. Email delivery to individual recipients may still be processing through downstream providers. Check again after some time and review analytics to confirm delivery reach.
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