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Freshdesk seems to not sending emails

  • 2 September 2021
  • 41 replies
  • 2094 views
Adriano
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Userlevel 1

Freshdesk seems to not sending emails anymore from our account, since few days ago. Any clues?

 

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Best answer by hemanth.ramya 16 September 2021, 14:16

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41 replies

vinayajwi
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Im having issues with freshdesk not sending any emails.  It’s been two days and i’ve done all things related to the DNS (alter spf and adding dkim) and still nothing

A
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Userlevel 6
Badge +6

Hello Freshdesk

 

We have the same problem. Our mails don’t send from our supportmail. 

 

Kind regards

Hello @support CF 

Thanks for your question :)

Have you checked out the best answer marked on this thread? Pasting it here for your reference:

The issue with outgoing emails is likely to occur when there is spam activity/content in your emails. As per the behavior, Freshdesk will monitor the email service via certain rules and algorithms to maintain the sender reputation of the accounts. Hence, kindly validate your outgoing emails to avoid such discrepancies.

In case of any further help, feel free to drop a note here or write to support@freshdesk.com and we would be readily available to assist.

 

Thank you,

Freshworks Community Team

S
Rank

Hello Freshdesk

 

We have the same problem. Our mails don’t send from our supportmail. 

 

Kind regards

A
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Userlevel 6
Badge +6

@jlydia Hello! Sorry your last message seems to have gotten overlooked. Has this been resolved for you now? If not, please share your ticket details and I can follow up right away!

Thank you :)

jlydia
Rank

This same issue started on my account this past Friday. I did not know customers were not receiving replies until today when users started sending the message “Second request, third request”.

This has been working fine for months until last Friday.

Please advise.

hemanth.ramya
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Userlevel 5
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My pleasure, @marrrysmits. :D

Cheers! 

Ramya, Freshworks Community
M
Badge +2

Thanks for sharing your insights, @Adriano.

Can you please check if you are able to send out emails from your helpdesk now and the users receive them? Also, we suggest you configure DKIM in your helpdesk to ensure proper email delivery and tomake your organization capable of authenticating the communication between you and your customers. Article to get detailed insights on configuring the same. 

 

Cheers,

Freshworks Community Team

 

Thanks . You’re very supportive for community.

hemanth.ramya
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Userlevel 5
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Anytime, @brunopetro! :)

 

Cheers, 

Ramya, Freshworks Community
brunopetro
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Userlevel 1
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Hi @hemanth.ramya 

 

Thanks for sharing the ticket link! I’ve just answered it!

Best regards

hemanth.ramya
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Thanks for the update, @brunopetro.

We can see that a ticket is raised for your issue with email delivery and one of our support stars reached back to you addressing your concerns. Did you have a chance to check on those emails? Here is the ticket link for your reference.

 

Thank you, 

Ramya, Freshworks Community
brunopetro
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Hello @hemanth.ramya,

 

I have droped an e-mail with the same issue (e-mail delivery problem) 5 days ago but I’ve got no answer, could you please help us?

 

Best regards,

hemanth.ramya
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Sure, @brunopetro. :)

You should be able to send out emails from your helpdesk now. The next time you encounter this issue, kindly drop an email to us and we can help you out accordingly. 

 

Ramya, Freshworks Community
brunopetro
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Hello @hemanth.ramya,

 

Perfect, I will open a ticket through e-mail.

 

In the meantime, can you please check if we are blocked again?

And there is any way to check when exactly Fresh stopped to send our replies through e-mail?

 

Best regards,

hemanth.ramya
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Userlevel 5
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Hello @brunopetro,

In case you have customers reporting that they haven’t received emails sent from your helpdesk, they can check the spam and trash folders of their mailbox once. If they still don’t find the emails, kindly drop an email to support@freshdesk.com with sample requester email addresses, ticket IDs and the timestamp at which the emails were sent to check this from our end.

Ramya, Freshworks Community
brunopetro
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Hello @hemanth.ramya !!

We have received feedbacks from users who claim they are not receiving our e-mails, but when I open a ticket and aim my personal or corporative e-mail, it arrives like usual making me think that we don’t have any delivery problem.

 

Could you please check if there is anything blocking some replys? Is that possible? Or the blocking should be regarding all replys?

 

Best regards,

hemanth.ramya
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Userlevel 5
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Hello @Adriano 

 

We have raised a ticket on behalf of you and looped in the right team who would be the best to help you with your issue. You would be receiving an email from them shortly.

Also, we have fixed the issue with outgoing emails for your account, @brunopetro. Feel free to drop a note here for any further assistance! :)

 

Cheers,

Freshworks Community Team

Ramya, Freshworks Community
brunopetro
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Hi @hemanth.ramya,

 

Can you please check again?

Thanks in advance!

Best regards

Adriano
Rank
Userlevel 1

Hi guys! I was “walking through” this thread and I understand that “the issue with outgoing emails is likely to occur when there is spam activity/content in your emails” and I got the point were someone said that “(..) Freshdesk will monitor the email service via certain rules and algorithms to maintain the sender reputation of the accounts”. Got it. But I really would like how to address this. I mean, knowing exactly what rules and what algorithms would be a good start point due the fact that we are a bit “blind” about what could be causing our activity/content to be classified as spam. Not sure about what we need to fix to avoid this kind of issue from now...

hemanth.ramya
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Sure, @brunopetro. That would be great! :)

You should be able to send emails from your helpdesk, now. 

 

Cheers,

Freshworks Community Team

Ramya, Freshworks Community
brunopetro
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Hi @hemanth.ramya!

 

Sure, I’ll ask @Adriano to let you know here.

 

In the mean time, could you please check again?

 

Best regards,

hemanth.ramya
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Userlevel 5
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Hello Bruno!

We have fixed this and you should now be able to send out emails from your helpdesk. Since we do not want you to face this recurring issue, kindly check this further with your CIO and let us know how you would like to proceed further to assist you accordingly.

 

Thank you,

Freshworks Community Team

 

Ramya, Freshworks Community
brunopetro
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Hi @hemanth.ramya!!

 

Could you please check again?

 

Today-s test failed again.

 

Thnak you in advance!

Best regards

hemanth.ramya
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Userlevel 5
Badge +9

Sure, thanks for the information, @brunopetro.

You should be able to send out emails from your helpdesk now, kindly check the same. Feel free to drop a note here for any further queries! 

 

Thank you,

Freshworks Community Team

Ramya, Freshworks Community
brunopetro
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Hi @hemanth.ramya!!

 

Thanks! I’ve already escalated our CIO in that matter.

 

For now, could you please check again? I have been running daily delivery tests and today the morning test failed.

 

Thnak you in advance!

Best regards

hemanth.ramya
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Userlevel 5
Badge +9

That’s great, @brunopetro. :)

Apart from testing the outgoing emails behavior, there isn’t a specific way to monitor this issue, unfortunately. However, you can always reach out to us in case you suspect some trouble in your helpdesk and we can have this checked for you immediately. Also, like mentioned earlier, kindly validate your outgoing emails from spam activity/content to avoid such discrepancies.

 

Cheers, 

Freshworks Community Team

 

Ramya, Freshworks Community

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