Possible Errors: Agent Email notifications are not being delivered.
Resolution Path:
1. Gather details from the customer:
(i) Type of notification not received (Ticket created, note added notification, etc.)
(ii) Issue observed on all tickets or specific ones? If specific, obtain the ticket ID.
(iii) Approximate expected notification time.
2. Access Freshops > Check POD > Open corresponding sumologic > Paste the below search query and choose the right time frame -
AND
OR
AND
From the result, copy ‘sid’ and paste it into the search tab again.
3. In this result, check for "M": "CUSTOM_SMTP" which indicates custom mail server usage. "rsn": "submitted" implies successful email relay. Share log details* from our end and inform the cx to check with their IT/Email team for the next steps. 
4. If cx is not using a custom mail server then the FD mail server will be in use. Under “rsn” you can see one of the below messages -
Queued mail for delivery: This happens if the email was sent from Fresdesk but queued at the recipient's end due to spam checks/server delays/mailbox full. Share log details* and inform the cx to check with the internal IT/Email team for the next steps.
Accepted: Email accepted by the recipient mail server. Share log details* and inform the cx to check with their email/IT team.
Delivered: Email successfully sent and delivered to the mailbox. Inform the cx to check the SPAM/Junk/Deleted folder, if the email is still not available, share log details* and inform the cx to reach out to their IT team.
Bounced_address: Remove bounce by accessing slack channel - Freshmail Bot and inform the cx to retry sending notification.
550 5.7.0 Message Reject as per DMARC Policy: Recipient server has DMARC policies enabled. The email was rejected as a result. Share logs from Sumologic to the cx.
Other than this, if you see responses like the IP address using which the notification email was sent is blocked by IP blocking services or a different error message, you can raise an L2 ticket sharing the log details* for further analysis.
*Sample Log Details that need to be shared (you will get this from Sumologic)
e:"delivered",
f:"support@plato.de",
ety:"TICKET_ASSIGNED_TO_GROUP",
tid:"22959",
rsp:"250 2.6.0 <6401ee1aee9c5_1f72b16c3865bc8420520b5.sidekiq-frequent-fd-poduseast1-main3-blue-5f5fc6c4df-7dqhx@notification.freshdesk.com> [InternalId=2856153279247, Hostname=PAWPR08MB9098.eurprd08.prod.outlook.com] 14018 bytes in 0.161, 84.508 KB/sec Queued mail for delivery",
sid:"<6401ee1aee9c5_1f72b16c3865bc8420520b5.sidekiq-frequent-fd-poduseast1-main3-blue-5f5fc6c4df-7dqhx@notification.freshdesk.com>",
t:"dave.bedow@plato.de"