Possible errors: Emails sent from Freshdesk are moved to the spam folder.
Resolution Path:
1. Gather details from the customer: (i) Recipient email address (ii) Ticket ID (iii) Timestamp of email sent
2. Access Freshops > Check what mail server is used.
-- If custom mail server is in use - suggest cx contact their Email team for further assistance as Freshdesk has no control over this flow.
-- If Freshdesk server is used - Check POD in Freshops > Open corresponding sumologic > Paste search query -
AND
OR
AND and apply the time range.
-- In the result, search “cid” (Ctrl+F). If it is not - 30 or 31, or 33 DKIM is not enabled. Enabling DKIM will fix this issue. 
-- If the cid is in the range of 30/31/33 request the cx to access - https://company.freshdesk.com/a/admin/email_configs/dkim (replace company with the cx domain ) & share the Host Value - Data screenshot 
-- Open MXtoolbox and paste these values to check if all four records are published by looking for the statement "DNS record found.” If it says “DNS record not found” check the CNAME mapping in the customer’s DNS tool on a zoom session. If this all looks good, inform the customer to contact their DNS service provider to resolve the issue.
