Overview

This article covers how to enable Freshworks support access with the correct permissions and how to diagnose and resolve email delivery failures caused by missing recipient fields in Journey workflows.

Diagnosing Email Delivery Failures in a Journey Workflow

When a customer reports that emails are not being delivered within a workflow, identify the stage where the failure is occurring. Check whether a valid TO address is configured for the task responsible for sending the email. Then review the form configuration and verify whether the field mapped as the recipient such as the Request for field is empty in the submitted journey. If that field is empty, emails will not be sent.

Resolving the Issue by Making the Recipient Field Mandatory

To prevent the failure from recurring, make the recipient field mandatory in the initiator form. Navigate to the initiator form settings in the relevant workflow, locate the recipient field (e.g., Request for), and enable the Mandatory toggle or checkbox. Save the changes to apply the updated configuration.

Note: This change applies only to new journeys created after the update. Journeys already initiated will not be affected and must be manually corrected if required.

Confirming Resolution with the Customer

Ask the customer to create a test journey under the relevant workflow and verify that the recipient field is marked as mandatory during form submission. Have the customer submit the test journey with valid data and confirm that emails are being delivered as expected. If the test is successful, the issue can be considered resolved and the ticket closed.