Users from Yahoo and Google don't receive notification

Hi.

Just to double check:

You mentioned FreshService in the description.

You posted your inquiry in the FreshDesk forum.

You tagged your inquiry with both products, FreshDesk and FreshService. Are you using both products and facing the same issue on both?

Anyway, this sounds like a missing configuration for your email domain.

You need to properly authenticate the emails sent from FreshService / FreshDesk in order mail systems can validate them.

In order to achieve this you need to set up proper DNS records for SPF and DKIM.

For FreshService, please check the following guide to get the values you need to define in your DNS records:

Step-by-step guide to add SPF and DKIM email authentication in Freshservice : Freshservice

For FreshDesk please check the following guides for the same:

Create an SPF record to ensure proper support email delivery : Freshdesk

Freshdesk Email domain verification using DKIM records : Freshdesk

As of February 2024, Gmail and Yahoo are also requiring you to setup DMARC for your email domain. 

Please refer to the following Gmail guidelines:

Email sender guidelines - Google Workspace Admin Help

Hope this helps.

Regards,

Hello,

Thank you for your reply, to clarify more , we have our own spf and DKIM set up for our  domain name, we are currently using Freshservice  and using our own custom mail server, our email are only blocked when sent from Freshservice, we tested sending the email straight from our mail box to the requester email and it was properly received, but when sending a reply from the app it is not received.
on the articles it mentioned that SPF and DKIM are for when sending email via Freshservice not our custom mail server 
Thank you for your help,  

Hi.

Understood.

In that case, Freshworks DKIM would not be mandatory, as it is not the last hop, being your custom mail server.

However, SPF can be used, as Freshworks is part of the mail flow, and then, any system validating hops could reject it.

I’d suggest then to make the adjustments for your SPF record.

Regards,

@eeha0120 Again Thank you for your support and answers, do you have any idea which records to be added to our SPF ?
Thank you so muchhhh  in advance :)