Skip to main content
Answer

Agent not receiving email notifications, forwarded emails are not creating tickets!

  • November 13, 2023
  • 5 replies
  • 580 views
J
Contributor

Email notifications were working fine three days ago.  Now it is Monday and I, the administrator of our Freshdesk account, am no longer receiving email notifications for new tickets, responses, updates, etc.  I also can no longer forward an email to our help desk email to automatically create a ticket.  My other agent is not having any of these problems whatsoever, everything is working completely normally for him.  I have looked through all settings (nothing has been changed in the past three days), support documentation, checked our Exchange server, and it is not a problem on our end.

The most troubling part of this is we now have zero way of telling if users are emailing tickets that are not reaching us.  PLEASE HELP!

Best answer by Yusuf Ahmed

Hi Everyone,

 

If you're encountering issues with email, we recommend reaching out to Support@Freshworks.com. By contacting us, we can access the relevant logs and delve into the specifics of the problem. This allows us to understand where the issue might be and provide more effective troubleshooting.

 

Mandana

5 replies

Mandana
Contributor
Forum|alt.badge.img
  • Mandana
  • Contributor
  • November 23, 2023

Hello,

 

I have the same problem. 

Did you find a solution ? 

 

Thanks 

Kamakshi V
Community Manager
Forum|alt.badge.img+11
  • Kamakshi VCommunity Manager
  • Community Manager
  • November 24, 2023

Hi @hemanth.ramya 

Could you please look into this issue?

Freshworks Community Manager
J
Contributor

Hello,

 

I have the same problem. 

Did you find a solution ? 

 

Thanks 

Submit a Support ticket ASAP.  Don’t wait for a response on the forum.  I ended up spending a few days going back and forth with support on it, and the only answer I got was that the emails were being held up in queue by my mail server, which was definitely not the case.  Then after a few days it all of a sudden just randomly started working again, and I never really got a better explanation as to why it stopped working in the first place.

Anymanyack
Community Debut
  • Anymanyack
  • Community Debut
  • September 6, 2024

We had the same issue.  The solution for us, was on our agents mailbox.  Depending on how you have your email settings and mailbox set up (Default or your own mail server) will determine which party has access.

Default = Freshservice

Own Mail Server = You

ALWAYS submit a ticket to Freshservice first, they may point you in the right direction before you go down some “rabbit hole”

Yusuf Ahmed
Community Manager
Forum|alt.badge.img+8
  • Yusuf AhmedCommunity Manager
  • Community Manager
  • Answer
  • September 7, 2024

Hi Everyone,

 

If you're encountering issues with email, we recommend reaching out to Support@Freshworks.com. By contacting us, we can access the relevant logs and delve into the specifics of the problem. This allows us to understand where the issue might be and provide more effective troubleshooting.

 

Yusuf Ahmed, 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 :)
Terms of UseAccessibility statement