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Why are we not getting notification sent to user or agents from our New Account

vinuchandy
Apprentice

We are new to Freshdesk with the basic plan, alomst 1 week old, and we were able to study and configure a lot of aspects of Freshdesk. We even got our support email within our domain, verified. Any email sent to this support ID is generating tickets in Freshdesh, but the only concern we have is that none of the notification are going out.

We have set notification templates properly, but even the test email from the template is also not going out. Need help to solve this issue so that we can start enjoying this beautiful application which seems to be a helpful option for our organisation ease out the burden of managing email.

Best answer by Keer

Hello @vinuchandy, we are thrilled to have you as a part of our Fresdhesk community 🙂 I understand you’ve set up notification emails but they are not being sent. Can you once navigate to Admin → Email notifications → Click on the requester notifications tab and check if the notifications are toggled ON as below?

 

Green toggle indicates that notification is enabled

If not, can you toggle it ON and test again? You can also check the agent notifications tab to see the one’s that are enabled.

 

Let us know if that helps!

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    Keer
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    • Keer
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    • May 28, 2021

    Hello @vinuchandy, we are thrilled to have you as a part of our Fresdhesk community 🙂 I understand you’ve set up notification emails but they are not being sent. Can you once navigate to Admin → Email notifications → Click on the requester notifications tab and check if the notifications are toggled ON as below?

     

    Green toggle indicates that notification is enabled

    If not, can you toggle it ON and test again? You can also check the agent notifications tab to see the one’s that are enabled.

     

    Let us know if that helps!

    Cheers, Keer, Freshworks Community Team
    Bethany Wesley
    1 person likes this
    • Bethany Wesley
      Bethany Wesley
    vinuchandy
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    • vinuchandy
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    • Apprentice
    • 2 replies
    • May 29, 2021

    Apart from “User Activation Email”, we had activated all other notifications under Requester section. Is that a mandatory notification to help them get emails. We were actually planning not to get them access to helpdesk, rather just receive emails from support ID or from Agents

    vinuchandy
    Apprentice
    • vinuchandy
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    • Apprentice
    • 2 replies
    • May 29, 2021

    All notifications toggled ON, but no emails going out. I tried all the following but none going out..

    1.. Notifications email

    2. Activation email to UnVerified Contact

    3. Test Email from Notifications Section

    We already got our support email verified as part of including our own email-id

     

    We even checked the spam but none there either. FYI, we are at the SPROUT version of FreshDesk

    Keer
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    • Keer
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    • May 31, 2021

    Hi @vinuchandy, thanks for confirming over chat that the issue has been fixed. Please monitor and write to us at support@freshdesk.com or post here if you need further assistance on the same. Have a good day!

    Cheers, Keer, Freshworks Community Team
    vinuchandy
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    • vinuchandy
      vinuchandy

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