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 @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. 

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.

Hi @henrikhedegaard 

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


Regards, 
Kajal