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Error when sending email to customer: "Email rejected due to an unexpected error. Please try again after sometime.”


henrikhedegaard
Apprentice
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We have received multiple errors when sending emails/ticket replies to one of  major customers.

 

It’s “Message not deliverved”. When clicking on review we get “Email rejected due to an unexpected error. Please try again after sometime.”

This is kind of useless for debugging.
I’ve read through all threads but with no clear resolution.

Is the error typically on the recipient side?
 

 

Best answer by Kajal Vats

Hi @henrikhedegaard 

Greetings from Freshworks community.

The emails can fail due to multiple reasons. To troubleshoot this on our end, please DM me your account details, your email address and the sample ticket screenshot where the email failed along with the recipient’s email address.

Regards, 
Kajal

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5 replies

eeha0120
Skilled Expert
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  • Skilled Expert
  • 732 replies
  • June 10, 2024

Hi.

Yes and no.

It usually goes on your side, but according to recipient setup.

On your side, please ensure you have properly setup DKIM, SPF and check your DMARC policy setup:

Freshdesk Email domain verification using DKIM records : Freshdesk

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

External reference:

FreshDesk SPF and DKIM Setup: Step by Step | EasyDMARC

 

 

Hope this helps.

 

Regards,


Kajal Vats
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  • Community Debut
  • 37 replies
  • Answer
  • June 10, 2024

Hi @henrikhedegaard 

Greetings from Freshworks community.

The emails can fail due to multiple reasons. To troubleshoot this on our end, please DM me your account details, your email address and the sample ticket screenshot where the email failed along with the recipient’s email address.

Regards, 
Kajal


henrikhedegaard
Apprentice
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Kajal Vats wrote:

Hi @henrikhedegaard 

Greetings from Freshworks community.

The emails can fail due to multiple reasons. To troubleshoot this on our end, please DM me your account details, your email address and the sample ticket screenshot where the email failed along with the recipient’s email address.

Regards, 
Kajal

 

Thank you @Kajal Vats. I’ve sent you the request information. Please not, it’s not possible to attach screenshots in the message. please refer to the screenshot above in this discussion. It’s from the same thread as mentioned in the message I’ve sent. 


henrikhedegaard
Apprentice
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eeha0120 wrote:

Hi.

Yes and no.

It usually goes on your side, but according to recipient setup.

On your side, please ensure you have properly setup DKIM, SPF and check your DMARC policy setup:

Freshdesk Email domain verification using DKIM records : Freshdesk

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

External reference:

FreshDesk SPF and DKIM Setup: Step by Step | EasyDMARC

 

 

Hope this helps.

 

Regards,



Hi @eeha0120 
We already had the DKIM, SPF and DMARC setup.
I’ve tried resetting in Freshdesk settings, and updates all related CNAME+TXT records in DNS.

Hope that will help.


Kajal Vats
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  • Community Debut
  • 37 replies
  • June 11, 2024

Hi @henrikhedegaard 

We’ve sent you an email and created a ticket to this forward. Kindly revert to the same.


Regards, 
Kajal


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