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Email notifications not being sent

Related products:Freshdesk
  • July 29, 2019
  • 5 replies
  • 31 views
C
Apprentice

Hi,


We are seeing an issue when no email notifications are being sent when tickets are being updated when the Status is set to a custom status, ie not Open/Pending/Resolved/Closed.

I've checked Admin->Email Notification and all notifications are enabled. Do you need to something different for tickets that have a status that we have created.


Thanks, Craig.

5 replies

R
Community Debut
  • rose_20116
  • Community Debut
  • December 18, 2019

Hi


We are experiencing the same issue. Our replies sent to clients are not being delivered. I've checked all our settings and nothing has been changed. This has been happening for more than a month now https://share.getcloudapp.com/9ZuNPYDn

Z
Contributor
  • z.sabev
  • Contributor
  • April 8, 2020

We have the same problem, any update here?

Z
Contributor
  • z.sabev
  • Contributor
  • April 8, 2020

We have the same problem, any update here?

A
Community Debut
  • amanzanares
  • Community Debut
  • April 17, 2020

We have the same problem, any update here?

hemanth.ramya
Community Manager
Forum|alt.badge.img+9
  • hemanth.ramyaCommunity Manager
  • Community Manager
  • April 18, 2020

Hello Everyone!


@CraigIn Freshdesk, under Admin > Email notifications, you can find email notifications associated with default statuses like Open, resolved, closed only. For custom statuses, we can configure a ticket update automation rule (under Admin -> Automation -> Ticket update automation) to trigger email notifications to agent/requester/group accordingly. Refer to a sample rule in the screenshot below:


@Rose@Zanni, I understand you get bounce back error messages for email delivery failure in Freshdesk. Are you still facing trouble with the same? If yes, please write to support@freshdesk.com and one of our support agents will assist you further on this.


Cheers!



Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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