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Emails are not sent

V
Contributor
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Hi,

 

Freshdesk seems to not sending emails.

When an issue is created, no email notification is received (an agent, is marked to received new issue notification).

When creating a new agent, we never receive the confirmation email

In the “notification” section, we never receive any test mail.

 

Any idea ?

 

Thanks,

 

Vincent

Best answer by hemanth.ramya

Hello Vincent,

 

We understand you are facing trouble with email notifications in your helpdesk. Can you please share your Freshdesk account URL (yourcompanyname.freshdesk.com) and some sample email addresses which should receive notifications to check this further at our end?

Alternately, you can write to support@freshdesk.com with the requested details and we will look into this right away!

 

Cheers,

Freshdesk Community Team

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    6 replies

    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • Answer
    • April 1, 2021

    Hello Vincent,

     

    We understand you are facing trouble with email notifications in your helpdesk. Can you please share your Freshdesk account URL (yourcompanyname.freshdesk.com) and some sample email addresses which should receive notifications to check this further at our end?

    Alternately, you can write to support@freshdesk.com with the requested details and we will look into this right away!

     

    Cheers,

    Freshdesk Community Team

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    Keer
    Community Debut
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    • Keer
    • Community Debut
    • 413 replies
    • April 1, 2021

    Hello @vincent, adding on to the previous reply, for the notifications to be sent, they have to be enabled under Admin → Email notifications → Agent/Requester notification. Especially for the new ticket created, can you check if New ticket created notification in the Agent notifications tab is toggled on and if agents are added in notify agents section as below: 

     

     

    Can you confirm first if all the notifications are toggled on and if that’s the case, can you share samples as mentioned above? 

     

    Cheers, Keer, Freshworks Community Team
    V
    Contributor
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    • v.dieltiens
    • Author
    • Contributor
    • 5 replies
    • April 1, 2021
    hemanth.ramya wrote:

    Hello Vincent,

     

    We understand you are facing trouble with email notifications in your helpdesk. Can you please share your Freshdesk account URL (yourcompanyname.freshdesk.com) and some sample email addresses which should receive notifications to check this further at our end?

    Alternately, you can write to support@freshdesk.com with the requested details and we will look into this right away!

     

    Cheers,

    Freshdesk Community Team

    Thanks, I’ll do that

     

    Keer wrote:

    Hello @vincent, adding on to the previous reply, for the notifications to be sent, they have to be enabled under Admin → Email notifications → Agent/Requester notification. Especially for the new ticket created, can you check if New ticket created notification in the Agent notifications tab is toggled on and if agents are added in notify agents section as below: 

     

     

    Can you confirm first if all the notifications are toggled on and if that’s the case, can you share samples as mentioned above? 

     

    Yes, I added myself to receive new issues notifications.

     

    Vincent

    Keer
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    • Keer
    • Community Debut
    • 413 replies
    • April 1, 2021

    Great, Vincent. We’ll look out for your mail to take this further. Have a good day! 

    Cheers, Keer, Freshworks Community Team
    V
    Contributor
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    • v.dieltiens
    • Author
    • Contributor
    • 5 replies
    • April 1, 2021

    Thank you,

    Email is sent ;-)

     

    Vincent

    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • April 1, 2021

    Cheers, Vincent! :)

     

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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