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Topics started by timh

2 Topics

T
Apprentice
timhApprentice
posted in Archives - Freshdesk

Customers randomly stop getting our Helpdesk emails

 This has been happening randomly since the email change a while back, but it is now to the point where we are probably going to just cancel our service with you. What happens is, a customer's email blocks an email from Freshdesk one time, then Freshdesk puts them on some kind of 'bounce list' and no longer attempts to email the customer. This means that even after the customer's email system has white listed Freshdesk, they cannot receive any communication from us until we contact Freshdesk to have their email allowed again. The big problem (and this is beyond insane), is that your system does not alert us that it's not delivering our messages to the customer. This means that our customers simply receive none of our answers to their helpdesk ticket, and we have no idea they are not getting the replies. We nearly lost a customer due to this!! Let me make it very clear, we were considering legal action against your company if we had lost this customer. You cannot have a system that simp

13
A
Contributor
7 years ago
T
Apprentice
timhApprentice
posted in Archives - Freshdesk

Notification emails not being sent

 We have not been getting notifications, and replies are not going out to our customers. Is there something going on with the email system on FreshDesk?

2
R
Community Debut
8 years ago

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