# Manage undelivered tickets

**Undelivered tickets in HelpDesk are messages that couldn’t reach the requester**. This could be due to an invalid email address, a full inbox, or other delivery issues.

The delivery status displayed next to a message applies only to messages sent to the requester. The “Undelivered” ticket view is based on this status, meaning it doesn’t include failed deliveries to email addresses in the “[People in the loop](/content/help/people-in-the-loop/index.html)” field.

To keep your communication seamless, you can easily track undelivered messages, review possible issues, and take action, like resending the message or updating contact details.

## Where to find undelivered tickets  
**Whenever there are undelivered messages**, a new “Undelivered” section will appear in the left navigation bar.

These messages are all tickets that **failed to reach the requester within the last 7 days**.

### To access undelivered tickets:  
1. Look for the “ **Undelivered**” option in the left navigation menu.  
2. Open a ticket to check details, review the issue, and take necessary action.

## What to do with undelivered tickets  
### 1. Review the ticket details
First, check the requester’s email for any errors. See if there’s a bounce-back message or failure reason.

### 2. Take action
- **Resend the message**. If the issue seems temporary, try sending it again.  
- **Update the requester’s email**. If the email is incorrect, edit and resend it.  
- **Follow up through another channel**. If email delivery keeps failing, consider reaching out via phone, chat, or another method.

## Why are some tickets undelivered?  
Common reasons why a message might not be delivered:
1. **Invalid or incorrect email address**. The requester’s email might have a typo or be inactive.
2. **Inbox is full**. The recipient’s inbox has no space for new messages.
3. **Email server issues**. The recipient’s email provider might be blocking messages.
4. **Spam filters**. The message could have been marked as spam.

## Frequently asked questions on undelivered tickets  
### 1. Can I filter or search for undelivered tickets?  
Yes! You can use the filters to find specific undelivered tickets in this particular ticket view.

### 2. What if a ticket remains undelivered after resending?  
If a ticket still isn’t delivered, try updating the requester’s contact details or reaching out through another channel.