When an agent is added to the Helpdesk, an activation email is automatically triggered from support@freshworks.com to the agent's mailbox. This activation email will remain valid until another activation email is triggered. In the case that a password reset is triggered before the agent's account is activated, we will send another activation email.
Case 1: If the activation email is not delivered to the mailbox, the below query can be used to investigate,
Sumologic query:
The query "accountid" | where ety = "ACTIVATION_OTHERS" can be used to find relevant logs. We can provide the logs (from_email, to_email, smtpid, messageid, timestamp) to the customer to help them understand why emails are being bounced.
Case 2: If the activation email itself is not triggered, there won’t be any hits in Sumologic with respect to the activation email. In such cases, an L2 ticket must be raised for a backend fix.
Case 3: If an agent is unable to log in due to an error message that says "There’s a problem with your account, please contact your administrator", a request must be raised with the NOC team slack (fd-support-NOC) channel to unblock the agent account.
Case 4: If an agent is unable to log in because they have lost access to the 2FA code, we can send the recovery codes to the agent using Hodor (requires admin access). Alternatively, we can request that the agent reaches out to the Org admin to disable 2FA for their account. If the requesting agent is the only Org admin, we can help disable 2FA using the Hodor bot.