2.04 Email Logs

We track the status of every email sent by your school's portal.  Emails are tracked for the following results

  1. Successful delivery to the recipient's email server
  2. Opening of the email
  3. Clicking in the email (for leave authoprisation requests)
  4. Failed or Rejected emails 

We use this information to identify any suspicious leave approvals where the processing records might indicate that a student is attempting to approve access the system as their parent and approve their own leave requests.  See Suspicious Leave approval alerts for more details on this.

These tracking results are now also available for you to view directly in your portal in the your Email Log. To access the Email Logs Dashboard go to Dashboards > Email Log

Limited Access to Email Logs

Not all users will have access to the Email Logs dashboard.  Access to some dashboards is limited to administrative or supervising staff only.  Access to the Email Logs Dashboard can be controlled in each user's profile in the Accessibility Tab > Dashboards settings.


Delivered, Opened and Clicked emails

REACH receives a Delivered state on an email when the recipient email sends a confirmation to the REACH email server that it has received the message.  We can only control delivery of a message to the recipient's mail server. How it gets from the recipient mail server to the individual user's inbox is controlled entirely by the recipient's mail server.

Troubleshooting delivered messages

Sometimes you might see a "Delivered" state for an email to a parent or guardian that they are saying they have not received.  In these instances it is most likely that the email message is being filtered by their Spam or Junk mail filters and the message is likely to be found in their Spam or Junk mail folder.  Get the parent to search these folders or to do a global search on their mail service for the sender of your REACH emails.
(Go to System Config > Communications > Email From Address to get your sending email address)

Opened status means that the recipient has opened the email that has been deivered.
Clicked status means that the recipient has clicked on the button or link options that are provided in the email.

Rejected or Failed emails

Email rejections or failures can occur for many reasons including deleted email addresses, full mailboxes, server connection errors or even overzealous spam filters blocking REACH content from reaching your parent community.

You cannot identify failure causes in your Email Log, these suppressions need to be identified and lifted by REACH so if you identify any parents who are not receiving their emails please contact REACH Support at support@reach.cloud with the relevant email address and your School name we can investigate the suppression and  request a lifting of the suppression with the recipient's mail service.