Notification to staff if email fails to send

Kristen tmp

A challenge we face more regularly than we'd like is knowing when an email fails or has an "exception." It often takes significant time in "processing" mode. From there, the reporting icon is present, giving a visual understanding that the email will eventually go through. But we've had instances where the email loses communication with Raiser's Edge, or the constituent-based distribution list isn't loading properly, and the email never sends. The only way I would know this is by clicking on the reporting tool to discover that instead of saying "completed" it says "exception, contact blackbaud." Ideally, I, as the sender, would immediately receive an email confirmation that the email I attempted to send did in fact complete and send, or more importantly, that it did not and it requires further action to actually send it.



Will this feature become available at any point? It seems like a basic but helpful option that does not currently exist.

Rachel Welsh

Agreed!

Lynn Egan

This has become especially bothersome this year - it has happened to us 4 or 5 times over the past months. I usually go into the reporting feature to check statistics about once a month now I have to remember to do it every time I send an email to make sure the email has sent.

Karen Diener 2

This is pretty basic functionality that should exist without question. This shouldn't be considered an extra feature.

Karen Badham

Lynn Egan:
This has become especially bothersome this year - it has happened to us 4 or 5 times over the past months. I usually go into the reporting feature to check statistics about once a month now I have to remember to do it every time I send an email to make sure the email has sent.

Hey Lynn,

Majority of the time the fix for that is to have your IT go onto your email server, and whitelist Blackbaud's email server IPs. I've listed the ranges below.

205.139.104.0/22 (205.139.104.1 - 205.139.107.254)
206.79.6.0/24 (206.79.6.1 - 206.79.6.255)
216.235.196.0/22 (216.235.196.1 - 216.235.199.254)
216.235.200.0/21 (216.235.200.1 - 216.235.207.254)

If that doesn't work, it'll be best to create a support case so one of our analysts can dig into this.

Thanks!
Karen

Tim Sassen

We pushed out an email to 8000+ constituents on Giving Tuesday that didn't go out until Two Days Too Late Thursday. An immediate feedback loop is needed here - we're made to look completely unprofessional without it.

Suzanne Murray 2

Karen Badham:

Lynn Egan:

This has become especially bothersome this year - it has happened to us 4 or 5 times over the past months. I usually go into the reporting feature to check statistics about once a month now I have to remember to do it every time I send an email to make sure the email has sent.

Hey Lynn,


Majority of the time the fix for that is to have your IT go onto your email server, and whitelist Blackbaud's email server IPs. I've listed the ranges below.


205.139.104.0/22 (205.139.104.1 - 205.139.107.254)

206.79.6.0/24 (206.79.6.1 - 206.79.6.255)

216.235.196.0/22 (216.235.196.1 - 216.235.199.254)

216.235.200.0/21 (216.235.200.1 - 216.235.207.254)


If that doesn't work, it'll be best to create a support case so one of our analysts can dig into this.


Thanks!

Karen

 

Hi Karen,

I'm not sure I understand - we are not being notified when an email fails to send. I don't think it's an issue of my org whitelisting BB IPs. There is simply not a functionality for this and it's becoming a major headache for me.

Thank you,

Suzanne

Tony Williams

Hi Suzanne,


Happy Friday! Currently staff notifications can only be configured for transactions, such as donations or event registrations. Our product management team regularly reviews ideas from the Community for consideration in future releases, though. Would you mind submitting this idea in our Idea bank below?


https://community.blackbaud.com/products/netcommunity/ideas


Thanks!

Tony