Possible Reasons - End users not receiving emails sent from Freshdesk due to IP blacklisting or due to IP's low reputation
Resolution Path:
Get the affected email address, ticket ID, and email sent time stamp from the customer.
Access Freshops > Check POD > Open sumologic > Paste email address, right time frame > & search for email delivery status.
If "blocked, blacklisted, black ip, or block listed, deferred” is found in "rsn" the email is blacklisted. Copy the “ip” and paste it into MXtoolbox to see who blacklisted the IP. It could be by Spamhaus, Sophos, FortiGuard AntiSpam, or others.
Open fp-email-help Slack channel and paste this IP to check if there are any recent open threads for this issue to understand the status. If you don’t find any reports send a new message in this channel with all details (IP address:, blocked by:, MXtoolbox link, etc) to resolve the issue.
IP Reputation issue - If “VERY_HIGH_SPAM” appears in “Ips” field ( in sumologic ) email contains suspicious content. Raise it to L2. In this case, if the sender and receiver domain is the same (user1@vsupport.com sends emails to user2@vsupport.com) instruct the customer to whitelist their domain in their recipient mail server to allow all traffic, thereby overriding the blacklisting status and improving deliverability. Explain this to the customer to resolve the issue.