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Freshdesk seems to not sending emails

  • 2 September 2021
  • 41 replies
  • 2112 views


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41 replies

Userlevel 1
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Hi @hemanth.ramya!

It’s working now. Thank you very much!

Is there any chance for you to help us by appointing what can we do to prevent this issue?

Or if we can have a way to monitor when our delivery stops.

 

Thanks in advance!

Userlevel 5
Badge +9

Thanks for sharing your insights, @brunopetro.

Definitely, feel free to let us know in case you have any questions. And you should be able to send out emails from your helpdesk now. Can you have a check and let us know on the same? 

 

Thank you,

Freshworks Community Team

Userlevel 1
Badge +1

Hi @hemanth.ramya!

Thank you for your explanation! Our company is a digital bank especialized in condominiuns and we send every week, lots of payments notes.

 

But we do have a system to do that, and we don’t do it through Freshdesk.

 

In any case, I will contact our CIO to address this issue.


And could you please help me again?

It seems that every weekend our Freshdesk stops due to this issue.

 

Thanks in advance!

Userlevel 5
Badge +9

I understand your predicament, Bruno.

The issue with outgoing emails is likely to occur when there is spam activity/content in your emails. As per the behavior, Freshdesk will monitor the email service via certain rules and algorithms to maintain the sender reputation of the accounts. Hence, kindly validate your outgoing emails to avoid such discrepancies.

Also, you should be able to send out emails from your helpdesk now. In case of any further help, feel free to drop a note here or write to support@freshdesk.com and we would be readily available to assist.

 

Thank you,

Freshworks Community Team

 

Userlevel 1
Badge +1

Hey @hemanth.ramya,

 

Same issue again.

Freshdesk stopped to send e-mails since last monday..

Is there anything we can do for this issue to stop?

I am stuggling to test Freshdesk and manage to acquire the tool for my company because every week this happens..

 

Best regards,

Bruno.

Userlevel 5
Badge +9

Brilliant @brunopetropouleas. :)

Forany further help, feel free to drop a note here!

 

Cheers,

Freshworks Community Team  

Userlevel 1
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It worked @hemanth.ramya!

 

Thank you very much!

Userlevel 5
Badge +9

That’s quite unfortunate, @brunopetropouleas. :(

We have fixed this issue with outgoing emails for your account. Can you please check and let me know the same?

 

Thank you,

Freshworks Community Team 

Userlevel 1
Badge +1

Hello @hemanth.ramya,

 

We are having the same issue again.

Could you help us, please?

I have tested by creating a new e-mail inside Fresh and sent it to my personal inbox and it wasn’t delivered.

 

Thanks in advance!

Userlevel 5
Badge +9

That’s great news, @brunopetropouleas & @Adriano.

There was an issue with outgoing email settings for your account which was fixed at our end. In case of any further help, feel free to drop a note here and we would be happy to assist! 

 

Cheers,

Freshworks Community Team

 

Userlevel 1

DKIM was in place already. I believe we are in a good shape on this.

Userlevel 1

Hi @hemanth.ramya , thanks! As @brunopetropouleas has reported, it's working again! We just need to understand why exactly was the issue. And, of course, we will proceed with the DKIM setup asap.

Hi @hemanth.ramya,

 

I have tested the delivery and it worked just fine now.

Could you share with us what was the problem?
We’ve looked every configuration and found nothing that could limit the mail delivery system.

 

 

Userlevel 5
Badge +9

Thanks for sharing your insights, @Adriano.

Can you please check if you are able to send out emails from your helpdesk now and the users receive them? Also, we suggest you configure DKIM in your helpdesk to ensure proper email delivery and tomake your organization capable of authenticating the communication between you and your customers. Article to get detailed insights on configuring the same. 

 

Cheers,

Freshworks Community Team

 

Userlevel 1

Hi @Keer

 

Thanks for the reply. Indeed we have lots of users telling us they are not receiving the emails at all. We did some tests (creating tickets, interacting with them) and… nothing! For example, I created a ticket under my personal e-mail and… nothing. What kind of checklist you woul recommend for us regarding  Freshdesk's setup and config.
BTW: as a sender we are using (as we always did) an email of a Google Workspace account.

Userlevel 5
Badge +12

Hello @Adriano, upon checking we see that there are no outgoing email blocks for your account and from the logs we could see the mails are being delivered. Is the mail delivery failing for specific cases?

In that case, if you could share a couple of samples we’d be able to check this further and help. Can you confirm?  

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