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freshservice email notifications and responses to tickets are not being sent to internal requesters or agents


We purchased the freshservice starter plan towards the end of April upon first impressions based on the ease of use of the service. We’re a Microsoft 365 company and we opted to use our domain email account as the primary support email with a transport rule set to forward ticket requests to the specified freshservice email id. We noticed that email notifications and responses to tickets stopped being sent to internal requesters or agents. We added the freshservice spf and cname records within our domain registrar, whitelisted ips, run message trace to identify backlog, and still nothing changed. Support thus far has not been responsive to requests in either a timely or technically adequate manner, and lately abrasive when assisting. No logs have been provided by support to help with troubleshooting. It’s been a disappointing experience and as a new customer, we’re hoping someone will adequately assist us in resolving this issue.

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Best answer by sanofar.allahpichai 20 May 2021, 19:56

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Userlevel 7
Badge +9

Hello @darch21,

 

Greetings from Team Refresh Community!

 

I hope you are doing well. Thank you for reaching out to the Refresh Community with your concern. We’re sorry that you are facing this issue. Our concerned Product Specialist is working on providing you with the best support regarding the same. 

 

Meanwhile, here are a few recommendations for you:

  1. Freshservice Knowledge Base - Explore How-To's and learn best practices from our knowledge base

  2. What’s Trending - Check out buzzing and widely discussed topics on Refresh Community

  3. User Groups - For like-minded professionals to come together, discuss and share thoughts.

  4. Interest Areas - Discuss everything around how you can constantly innovate and deliver better experiences to your employees, customers and partners!

  5. Community Guidelines - Make sure to read through this for a meaningful and supportive experience for you and other members of our community 

Network. Learn. Grow. 

Start a Conversation Today!

 

Cheers,

Rashmi

Userlevel 4
Badge +6

Hi  @darch21,


Greetings from Freshservice!

It looks like your domain had DMARC policies due to which emails from external domains were blocked/spammed. We hope the DKIM records shared by our support team helped and the issue has been resolved. 
Feel free to contact us at support@freshservice.com if you need any further assistance.

 

Cheers!

Sanofar

Team Freshservice 

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