Changed Global Support Mail, emails not sending

Hi.

Given the nature of your upcoming GoLive, I’d suggest to submit a support case. It could be faster.

But, going back to your case: several inquiries come to my mind:

Did you change the email to a different domain?

Did you setup DKIM and SPF properly?

Are you using internal FreshDesk/Freshworks mail system or are you using your own mail server for outbound deliveries?

Is your outbound connected to any relay / antispam or any security system inspecting Outgoing messages?

Those are the main topics you might check.

Hope this helps.

Regards,

Hello,

The domain remained the same, DKIM & SPF are verified.

We've tried both Freshdesk & our own mail server. In testing it was working with our own server which is Microsoft 365/Exchange Online. We're using the default outbound connector in 365.

I haven't found where to open a support case, if you have any pointers there.

Thanks!

Usually that sounds like an issue in the backend of your instance that Support addressed. But, just double checking: Did you check your M365 logs? Aren’t there any entries for outbound traffic?

You may go here:

Support : Freshdesk

You can submit tickets in many ways: Directly in the site, through the chat; registering and logging in and submitting the case, via email, via phone call.

Hopefully, this would help.

Regards,