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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!

Hello,

 

I have the same problem. 

Did you find a solution ? 

 

Thanks 

Hi @hemanth.ramya 

Could you please look into this issue?

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.

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”

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.

 

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