Overview

You might wonder why some conversations that have been marked as completed or pending suddenly reopen, even without an actual response from the requester. Bounced emails trigger a status change on conversations, making it appear that a completed or pending case has been reopened by the system.

Information

In Kayako, a bounced email at the recipient's end will trigger a status change, which makes it appear that the system has reopened a completed or pending conversation even when there's no actual response from the requester. 

Any situation blocking messages from being accepted at the recipient's end usually triggers a response that results in the bounced back message being received by Kayako. 

Below is a sample screenshot of a bounced status in Kayako.  

To determine what has caused the bounce, hover over the ( X ) symbol to see the specific error. Please refer to the article Messages are Bounced Instead of Being Delivered for more information about these errors and how to solve them.