Bounced email tracking and reporting
This seems like a bit of an oversight because the data exists in the console - but why are we not able to track/report on all bounced enrollment/notification emails? I would love to be able to generate a report against all campaigns, all users, that shows notification email history and status - to see if any emails bounced. Currently the only way for us to see if a user did not receive an enrollment (or any) email, is by knowing which user didn't receive it, which campaign it was supposed to generate from, then click the 'notification history' icon after you track the user down. This isn't very intuitive because if a user doesn't receive an email for training enrollment, past due, etc. - then how are they supposed to know they didn't receive it to report it, and how are we as admins meant to check to ensure all emails are received?
Below is a use case:
Our helpdesk team receives an onboarding request for a new employee, the account is created in our domain - the employee is auto enrolled in our platform due to Security Group integration, Smart Groups auto enroll the user in new hire SAT training, but helpdesk ran out of Office 365 licenses or were delayed in setting up their email licensing - so the user gets enrolled in KB4 but never receives the enrollment email because it sync'd before an email license was applied. The user obviously goes into past due status because they were unaware they were meant to be enrolled.
For organizations with hundreds of users, large amount of new hires, and multiple SAT and phishing campaigns, how are we as admins meant to be audit that all users are receiving their emails or verify that emails haven't bounced? Again, this seems like an oversight because the data is accessible and exists in the console, it's just not very visible and awkwardly hidden. It would also be very nice that if a global report for bounced emails existed, that you could also mass select and resend notification emails where it sends the notification template per campaign where the bounced email originated from. Heck, even if I could do this with the reporting API, that would be great (but I don't think the data is there to my knowledge).
Thank you for your post on our community board! In order to see if training notifications bounced, you do need to navigate to the campaign and examine the notifications sent to a user. I understand how this could be tedious so I have gone ahead and submitted a feature request for a report based on bounced training notifications to be included in the console or at least better accessibility. While I can’t provide a timeline or guarantee that this feature request will be implemented, our team always appreciates this information.
However, for bounced phishing emails, you could utilize Webhooks within your KMSAT console to receive notifications of email bounces. You can find our Webhook documentation here: https://support.knowbe4.com/hc/en-us/articles/10103021848723.
I hope this helps!