email notifications to customers not working

  • 30 November 2018
  • 1 reply

 Anyone help, so a customer raisies a ticket and recieves notfication of such from freshservice, after that, any reply too or from the customer is not recieved through an email notification. the ticket is being updated but no one is recieveing notification !! i have tried freshservice support they ony seem to work part time !!! useless !!!! anyone else help ? thanks

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1 reply

Userlevel 1

Hi Paul,

Apologies for any delay in responses from our support team.

We could see that one of our support representatives has already shared the email logs and this seems to be an issue due to DKIM/DMARC configurations or Email filters in your exchange server. You could also try using our custom mail server option available to deliver emails through your SMTP server rather than our server.

I'll also share further information on the support ticket you had raised.