Email makes up 70% of customer conversations for most ecommerce brands, but when emails fail to send, troubleshooting can be frustrating and time-consuming.

There are a few challenges to come:

• Error messages are too technical. It’s hard to understand what went wrong and how to fix it.

• Inconsistent handling across email providers. Some, like Gmail and Outlook, don’t provide clear errors, while others don’t return feedback at all—making it hard to understand where the source of the problem is.

• Disconnections can go unnoticed. If your email disconnects, you might not realize until customers start asking why they never heard back.

While our team is always here to help, you need the right information to troubleshoot issues immediately—without waiting for a response. Disconnected emails and send failures are time-sensitive, and resolving them quickly ensures you stay on top of customer conversations.

How we fixed this:

Now, when an email fails to send, you'll see clear, actionable explanations instead of cryptic error messages.

✅ Understand the issue at a glance — No more decoding technical jargon.

✅ Fix errors immediately — Simple next steps to resolve issues yourself.

✅ Further information — Detailed help documentation to troubleshoot further.

This means you get faster resolutions, reliable email delivery, and clear guidance to quickly reconnect if an issue arises—so you can stay in control and keep response times on track.

What about when my email completely disconnects from Gorgias?

Sometimes, entire email connections can be lost—not just individual messages failing to send. This can happen for many reasons, such as expired credentials or changes in your email provider's permissions. In most cases, the best fix is to reconnect Gorgias to your email provider.

To ensure you're notified right away, you’ll now receive immediate alerts via email, an in-product banner, and a notification in the ticket view when trying to send an email. Each alert will include clear steps to quickly reconnect and resume communication with your customers.

More ways we’re improving your email experience

Along with smarter error handling, we’ve recently launched:

• Email forwarding – Connect email faster with an email forwarding wizard that guides you through the process of automatically redirecting incoming emails from your support inbox to Gorgias. This eliminates manual steps, reduces errors, and ensures a smoother, faster setup process.

• Set a default email address – Easily set a default email address in Gorgias, ensuring that outgoing messages always send from the right inbox. This helps prevent mix-ups and keeps communication consistent with your customers.

• Simplified domain verification – Enjoy simplified domain verification, making it easier to authenticate your email domain and improve deliverability. The updated process provides clearer guidance and reduces setup errors, ensuring your emails reach customers reliably.

We’re committed to making email in Gorgias simpler, faster, and frustration-free—so you can focus on delivering top-tier customer service.