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Emails are not sent

  • 1 April 2021
  • 6 replies
  • 408 views
V
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Hi,

 

Freshdesk seems to not sending emails.

When an issue is created, no email notification is received (an agent, is marked to received new issue notification).

When creating a new agent, we never receive the confirmation email

In the “notification” section, we never receive any test mail.

 

Any idea ?

 

Thanks,

 

Vincent

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Best answer by hemanth.ramya 1 April 2021, 15:09

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6 replies

hemanth.ramya
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Userlevel 5
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Hello Vincent,

 

We understand you are facing trouble with email notifications in your helpdesk. Can you please share your Freshdesk account URL (yourcompanyname.freshdesk.com) and some sample email addresses which should receive notifications to check this further at our end?

Alternately, you can write to support@freshdesk.com with the requested details and we will look into this right away!

 

Cheers,

Freshdesk Community Team

Ramya, Freshworks Community
Keer
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Userlevel 5
Badge +12

Hello @vincent, adding on to the previous reply, for the notifications to be sent, they have to be enabled under Admin → Email notifications → Agent/Requester notification. Especially for the new ticket created, can you check if New ticket created notification in the Agent notifications tab is toggled on and if agents are added in notify agents section as below: 

 

 

Can you confirm first if all the notifications are toggled on and if that’s the case, can you share samples as mentioned above? 

 

Cheers, Keer, Freshworks Community Team
V
Rank
Badge +2

Hello Vincent,

 

We understand you are facing trouble with email notifications in your helpdesk. Can you please share your Freshdesk account URL (yourcompanyname.freshdesk.com) and some sample email addresses which should receive notifications to check this further at our end?

Alternately, you can write to support@freshdesk.com with the requested details and we will look into this right away!

 

Cheers,

Freshdesk Community Team

Thanks, I’ll do that

 

Hello @vincent, adding on to the previous reply, for the notifications to be sent, they have to be enabled under Admin → Email notifications → Agent/Requester notification. Especially for the new ticket created, can you check if New ticket created notification in the Agent notifications tab is toggled on and if agents are added in notify agents section as below: 

 

 

Can you confirm first if all the notifications are toggled on and if that’s the case, can you share samples as mentioned above? 

 

Yes, I added myself to receive new issues notifications.

 

Vincent

Keer
Rank
Userlevel 5
Badge +12

Great, Vincent. We’ll look out for your mail to take this further. Have a good day! 

Cheers, Keer, Freshworks Community Team
V
Rank
Badge +2

Thank you,

Email is sent ;-)

 

Vincent

hemanth.ramya
Rank
Userlevel 5
Badge +9

Cheers, Vincent! :)

 

Ramya, Freshworks Community

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