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Email not being received

Neal

started a topic 5 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 4 months 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 3 months 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!