Sandbox-Freshdesk

Possible Errors: Email delivery failure - End users not receiving emails sent from Freshdesk

Resolution Path:
Log in to Sumologic - Add Time range and search query -  or  AND <accountID>

• If "rsn" shows "No target MX servers found" paste the recipient's domain in MXtoolbox. If the result shows "DNS Record not found" inform the cx to notify their end cx about the need to add resource records for their domain.
  
  

• If "rsn" shows "Deferred due to generic exception" the recipient's server refused our connection request. Inform the customer to verify the configuration of MX and DNS records.
  
  

• If "rsn" shows "421 4.7.0 [TSS04] Messages from **** temporarily deferred due to unexpected volume or user complaints" → Copy "ip" and check IP reputation via slack channel - fp-email-help. If it's not a "VERY_HIGH_SPAM" IP, emails will be delivered on retry, but if it's a "VERY_HIGH_SPAM" IP and the email never got delivered/bounced, raise to L2.
  
  

• If "rsn" shows “**Deferred due to a Generic Exception, Exception Message: Could not connect to SMTP host: ****, port:, response: 421 4.3.2 System not accepting network messages” → It’s a temporary deferral and will be recovered on retry. If the issue persists, raise it to L2.
  
  

• If “rsn” shows “**Recipient address rejected: User unknown” → It is a Recipient end issue.
  
  

• If “rsn” shows “Mailbox disabled, not accepting messages” → Inform the customer to publish MX records directly without CNAME.
  
  

• If “rsn” shows “550 Rejected by header-based Anti-Spoofing policy” → This happens when we allow emails to be sent from the custom domain without configuring DKIM. Inform the cx to configure DKIM to fix the issue.
  
  

• If "rsn" is "550 Sender email address rejected" → Recipient (end-user) rejects sender (Freshdesk) → Verify with customer → If the customer confirms their server rejects the email for reputation/spam, raise L2 ticket.
  

• If “rsn” is “Suppressed User, Reason: BOUNCE: 550 Invalid Recipient, Bounce: 550 5.0.1 Recipient Rejected, Suppressed User, Reason: BOUNCE: 550-5.1.1 The email account that you tried to reach does not exist, Bounced address(SendGrid)” →
  • The recipient email server considers that the recipient email address doesn't exist at the destination domain and therefore has no way to deliver it. Hence it's dropping and is added to the Suppression list. 
  • We add the emailId to the suppression list in order to safeguard our IP's reputation and we keep our suppression for 5 days only. This has to be looked at from the recipient's side before removing suppression from our side. To remove suppression, please use FreshMail Bot 
• If “rsn” is “50 5.7.1 TRANSPORT.RULES.RejectMessage; the message was rejected by organization's policy Bounced due to Unauthenticated emails” → Recipient end issue - Inform the customer to check with their Mail Service Provider
  
  
• Custom mail server - Email Delivery Issue
  • Access the XML version to get the undelivered note's ID (replace 'yourcompanyname' and 'ticketid' with customer account details) then log into the respective Haystack based on the POD available in Freshops, search the Freshemail log set using the note ID and account ID, and share the headers and failure reason with the customer.