Email not being received : Freshdesk

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Email not being received

Neal

started a topic 2 months ago

I have an email that is not showing up on the tickets screen. I have changed the filter to show all, and it still is not present. I checked under blocked contacts, and it is showing that there are no blocked contacts. The email does have a MOV attached file.

I am concerned for 2 reasons.

1) Why am I not seeing the email?

2) Why am I showing no blocked contact, when I have blocked spam emails?

Antony Pain

said about 1 month ago

Hi Neal,

How big is the MOV file? - The max file size limit for Freshdesk mails is 15-20MB depending on account type:

https://support.freshdesk.com/support/solutions/articles/196643-what-is-the-size-limit-for-attachments-to-a-ticket-reply-#:~:text=Freshdesk%20lets%20you%20send%20and,15%20MB%20limit%20per%20conversation.

Not sure what (if any) error Freshdesk returns if you exceed this.

The other thing is, are other tickets without an attachment working properly?

Suprabha Somanathan

Admin

said 14 days ago

@Antony - Many thanks for helping out Neal.

@Neal - Is there a ticket with our support team on this, that I could refer to?

If not, Please do reach out to us at support@freshdesk.com and one of our product experts should be able to lend you a hand in solving the issue for you.

Cheers!