We have an auto-reply email that is sent on the creation of each new ticket. It looks like it stopped sending replies a few weeks ago, and we haven’t made any changes at all. I have looked at the rule, it is enabled, and seems like it should be working.
The only thing I can think of that changed is we removed one account from our organization.
Any ideas of how to get it working again?
+14We have an auto-reply email that is sent on the creation of each new ticket. It looks like it stopped sending replies a few weeks ago, and we haven’t made any changes at all. I have looked at the rule, it is enabled, and seems like it should be working.
The only thing I can think of that changed is we removed one account from our organization.
Any ideas of how to get it working again?
Depends on your setup of the e-mail, do you use custom o365 / gmail both ways? Then check the e-mail logs /trace in the admin for each system.
If you use Freshworks e-mail server as outgoing, make sure you have DKIM and SPF setup.
If you don’t get any logs/trace of the e-mail and you have DKIM in place contact the support@freshservice.com and they can check back end.
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