Possible queries:
Password reset email not receieved.
Resolution path:
- Validate the account URL for which they are trying to trigger a password reset for their login.
- Verify if the agent email for which this is being tried is present in the account as an agent. Navigate to the accounts page in DevOps > Click on Agents button > Verify if the email is present (look for any spelling errors). If the email is incorrect or not present, this can be informed to the user and they can have this checked with their Account Admin.
- There are two ways to check if the email is added properly:
1. If the agent email is present and the Organization Admin cannot find the user in their Freshworks Org Page under the Users tab.
OR
2. Check if the user email is present in the Org using HODOR bot in Slack. You would need the Organization URL and the region of the account.
If the user is not present, you will get the response as shown below:
If this is the case, an L2 ticket can be raised so that we sync the user details post which password reset process can be resumed. - We can trigger a password reset email from our end. Please follow the steps in this article for the same.
- If the mail is triggered, we can check email delivery logs. We would need to know an approximate date and timestamp. Open Sumo Logic >> Search with “support@freshworks.com” and “email ID” of the agent >> Select date range >> click on Search.
Check if the email is delivered successfully. The message ID can be shared with the customer. Below is a sample for successfully delivered reset email.
If it is not delivered successfully, and the event is bounced, we can remove the bounce event from the “Freshmail Bot” in our Slack app. Screenshot for reference:
Based on the mail server (Sendgrid or Freshemail) the email was sent, you can trigger the respective command and remove the recipient from the suppression list.
For any other responses apart from this, you can check this article for any recipient end issues.