Hi, I'm encountering a big problem, when I reply to a ticket (an email from a customer), it shows me that it's been replied, but the customer doesn't receive anything in his box(even junk box). I've tried the whole day to fix this, like testing with many different e-mails but it just doesn't work. Sometimes I don't receive the ticket (mail) from my customer and that's starting to get on my nerve. It's quite incomprehesible
Are you using a custom domain, forwarding rule or the provided @domain.freshdesk.com domain?
7 months ago
Agreed, are you using the email address "@yourdomain.freshdesk.com" or a custom one?
If you're using a custom one then you need to add some DKIM records on your emails server which will validated freshdesk servers to spoof your domain legitimately. Without this, many receiving servers may see your mails as risky and reject them
If you're just using the freshdesk domain, then you should contact them directly and they may able to look into it.