We are getting reports that our customers are not getting our responses. We have had them check spam but when we respond to a ticket that was created, the messages are not getting back to the original poster. I have seen forum topics on notifications. I don't see any notifications in our account. Status for Freshdesk says all systems normal so I'm not sure why we've had an escalation of reports. Please advise as this is a deal breaker for us.
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Not sure if related but we already use SendGrid with our platform. There's a conflict therefore with S1 and S2 of DKIM validation. Is it possible this could be the issue?
Userlevel 4
+12
Hello Matthew,
We can generate alternate records since you're already using SendGrid in your domain. I could see that you've been in touch with one of our support heroes already. He'll help you through this.
Cheers!
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