Possible Errors: Customers are unable to send outbound emails or replies from Freshdesk.
Outgoing emails are blocked in the below cases,
-- By the NOC team in case any spamming activity is observed in the account
-- During Data Migration
-- Auto blocked by Supreme when there’s a high influx of outgoing emails immediately after sign-up
Resolution Path:
1. Access Freshops and enter the customer account ID or URL > Search for “Outgoing Emails Blocked” using ctrl+f.
2. If it says “True” - we have blocked the outbound emails of this account.
- To unblock it verify the legitimacy of the account by checking for sample tickets, contact information domain, and lifetime revenue using - Ctrl+F in Freshops.
- If the account is relatively new understand the customer’s intent and unblock the outgoing emails if it is legit. One way to do this is by asking the customer about their use case for the helpdesk and verifying its validity. If it checks out, we can proceed to unblock the outgoing emails.
3. To unblock access your regional slack channel and share account details. One of the leads/managers would be unblocking the account to resolve the issue.
To understand outbound email restriction limits, check out this article