Emails Not Being Sent when Updated

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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2 replies

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 3
Badge +10

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.