we have been using Freshdesk for around 4 years with no issues what so ever, email forwards have been setup and working without issue, but since Monday we have noticed that any email sent to our internal email address which is then forwarded by a rule in O365 doesnt arrive, i can see it leaving both O365 and our spam solution but they dont arrive at our helpdesk but if we send direct to our Freshdesk support email address they arrive fine, weve made no changes recently and as i said everything was working fine, just wondered if anyone else had this issue or could give any pointers
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Email forwarding not working
Have similar issue - forwarding email support@company.freshdesk.com suddenly changed to ourdomainTLDmailbox@company.freshdesk.com, it seems it is new Freshdesk behavior. Strange we were not informed.
Have similar issue - previous forwarding email support[at]company.freshdesk.com suddenly changed to ourdomainTLDmailbox[at]compay.freshdesk.com. Strange we were not informed about this change. Forwarding email can't be modified.
couldnt find anything obvious with a change of the support email and strangely the odd ticket made it through, gave in and just created a new helpdesk site in the end, but no doubt will happen again at some point
I had the same problems when I send from Gsuite Groups to my FresDesk account.
To fix it I had added the member ourdomainTLDmailbox[at]compay.freshdesk.com to the group and it fixed the problem, then I removed ourdomainTLDmailbox[at]compay.freshdesk.com from the members.
Thank you
It seems as a (new) Freshdesk feature. When you set your own support email address in Freshesk mail forwarding section, it always creates target Helpdesk mail ourdomainTLDmailbox[at]company.freshdesk.com. No longer support[at]...
mines always been the Helpdesk mail ourdomainTLDmailbox[at]company.freshdesk.com from what i can tell, so not sure really but have created a new one and moved on, thanks for all the replies
ourdomainTLDmailbox[at]company.freshdesk.com It's a temporal solution or a permanet solution ?
Today its working, but tomorrow ?
We had the same issue. During the July 16-18 time span, we were not receiving many customer emails that were forwarded from Google Apps.
Has anyone had continue problems or does everything appear resolved for the time being?
Hello All,
Once a new support email is entered under Admin >> Emails, a long forwarding address would be automatically be generated for the same under "Forward your emails to". This forwarding address should be entered in your support mailbox in order for the email forwarding to work effectively and create tickets inside your Freshdesk instance.
You can refer to the article for insights on the setup.
However, In cases where a specific set of emails are not being forwarded to Freshdesk, please pull the email headers of the email that did not make it to Freshdesk and send it to support@freshdesk.com. Our support heroes will have this investigated for you.
P.S: The most common reason for this is the "From" and "To" email address being the same, for which the ticket creation is skipped to avoid looping.
Cheers!
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