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Mail Routing Logs

Related products:Freshdesk
  • February 6, 2020
  • 1 reply
  • 29 views
A
Apprentice
As an Admin, the biggest area I get questions on is related to emails sent to FreshDesk and what did or did not happen to them.

I'd love to be able to see the mail routing logs so I could see an inbound email, what happened to it, what ticket it was converted to, if it went to junk / trash and why.

Personally I'd have half as many chats with FreshDesk support people and save a ton of time.

1 reply

R
Community Debut
  • raj.kumar
  • Community Debut
  • May 17, 2020

Hello Alasdair,

Apologies for the delay in getting back on this. Regarding your query, it would not be possible from our side share the backend logs with the customers. The common scenarios where the email doesn't get created as a ticket after your mail servers forwarded the email or would get marked as spam are as follows.

1) If the from and to address are the same, that is if the from email address or the reply to of the from address is same as that of your support address, the ticket creation would be failed.
2) If a ticket has been created by a deleted contact, those ticket by default would end up in spam.
3) If the reputation of the sender domain or the content of the email fails the spam check, those tickets would end up in spam.
4) If there is any automation rule that has been configured to mark the ticket as spam or delete the ticket at the time of creation.

I hope that helps. Also, you can reach out to us anytime at support@freshdesk.com for any assistance on this. Have a good day. Cheers!

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