Emails Not Being Sent when Updated

We are getting reports that our customers are not getting our responses. We have had them check spam but when we respond to a ticket that was created, the messages are not getting back to the original poster. I have seen forum topics on notifications. I don't see any notifications in our account. Status for Freshdesk says all systems normal so I'm not sure why we've had an escalation of reports. Please advise as this is a deal breaker for us.

Not sure if related but we already use SendGrid with our platform. There's a conflict therefore with S1 and S2 of DKIM validation. Is it possible this could be the issue?

Hello Matthew,

We can generate alternate records since you're already using SendGrid in your domain. I could see that you've been in touch with one of our support heroes already. He'll help you through this.


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