Skip to main content

Customers not receiving responses to their tickets

  • November 11, 2015
  • 12 replies
  • 92 views
E
Apprentice

We have been having a re-occurring problem with our customers never receiving our responses, even though we can see on our end that we have responded. Has anyone else had this issue? It's really bad for us because then they go on our social media and complain about being ignored. Is there anything we should look into or do to make sure that customers receive a response?

    This topic has been closed for replies.

    12 replies

    J
    Community Debut
    • jplumb
    • Community Debut
    • August 31, 2016

    We have a few customers who do not receive emails generated from freshdesk and sent from a company email address. The same customers do receive emails generated by the mail server using the same address.

    A
    Contributor

    Some problem here, we (as agents) received emails with delay or not at all. Were there some issues yesterday?

    S
    Community Debut
    • stew
    • Community Debut
    • September 1, 2016

    I'm still seeing delays in email send / receive. Can anyone advise on what is going on?


    -stew

    D
    Contributor
    • dferber
    • Contributor
    • September 1, 2016

    Same thing... notification emails are delayed for at least the last couple days.

    E
    Community Debut
    • eric.boisvert
    • Community Debut
    • September 1, 2016
    We have the same problem here.  Agents and customers are receiving emails with a lot of delay.  Can someone from Freshdesk can give us a status on this?

     

    A
    Community Debut
    • arringtont
    • Community Debut
    • September 1, 2016

    Same problem here.  All email notifications, including newly created tickets, are either not delayed at all, or they are delayed for 3 to 4 hours. 

    A
    Community Debut
    • arringtont
    • Community Debut
    • September 1, 2016

    I just chatted with Freshdesk support.  They sent me to a link the following pages that are providing status updates on the issue:


    http://updates.freshdesk.com/


    http://status.sendgrid.com/ 

    D
    Contributor
    • dferber
    • Contributor
    • September 1, 2016

    Not sure why they don't have this linked on their support page somewhere.... http://updates.freshdesk.com/


    T
    Contributor
    Forum|alt.badge.img+3
    • todd_11602
    • Contributor
    • September 1, 2016

    Us too.. This is a huge issue.. Without notification to our agents that a ticket has been submitted by a customer, they don't respond on time. We have responded to customers in a timely manner and they are upset because they are not getting the emails for hours later at times.


    Gonna have to find another helpdesk pretty quick if this isn't resolved. I love Freshdesk but, can't use it at all if the alerts aren't going out. HELP!!


    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Hi Everyone,


    We apologise for the inconvenience caused due to the delays in mail delivery. We use SendGrid, a reputed email management service for email transactions. 


    Due to a recent upgrade , the load balancing on their servers has gone haywire and hence the delay. Here is an update from the SVP of Engineering,Sendgrid :


    http://status.sendgrid.com/


    We're expecting this to be resolved soon and you can follow the updates here : http://updates.freshdesk.com/


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    A
    Contributor

    Thanks for the update!

    S
    Contributor

    Hello everyone, 


    We have added a link to our System status page on our Support portal like many of you pointed out, so its easy to check system status.


    Thanks,
    Sudha

    Terms of UseAccessibility statement