+4We are seeing email delivery latency with ticket creation, updates to tickets lately. It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated.
Looking through the archives, it seems this has been a topic of conversation, but wanted to see if any others are experiencing this type of latency?
Best answer by joshvengley
Hi Alyssia,
We have figured out the issue. Our A/V client was holding the emails due to the amount of emails being generated during heavy periods of ticket creation and ticket response.
Thank you!
+4We have a ticket in regarding this issue, but wanted to see if anyone else was experiencing this lately.
Thank you,
Josh
+8Hey
+4Hi Alyssia,
We have figured out the issue. Our A/V client was holding the emails due to the amount of emails being generated during heavy periods of ticket creation and ticket response.
Thank you!
+8Thanks for letting me know, Josh! We can close this ticket then. Should you need any more help, you can tag one of our community managers for support!
+7Hi
Adding to this we have implemented a Fair Usage Policy to limit spam attacks and enhance security. If you reach the account limit, the Send button for ticket replies and new outbound emails will be disabled. You'll see a banner that says, "Your account has crossed the maximum hourly limit for outgoing emails.
For more details check https://support.freshdesk.com/en/support/solutions/articles/211974-sending-an-outbound-email#:~:text=We%20have%20implemented%20a%20Fair,spam%20attacks%20and%20enhance%20security.&text=If%20you%20reach%20the%20account,hourly%20limit%20for%20outgoing%20emails.
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