Possible queries:
I am not able to log in
I cannot log in to the account as I did not receive the password reset email
Resolution path:
- Validate the account URL for which they are trying to log in and if they are logging in as agent or customer.
- If it is an agent, 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.
- If the email is present, you can ask the user to check the Spam folder in their mailbox.
- If not, you will have to check for the email delivery logs from sumologic. You can access sumologic using this link.
- To verify the email's status, use the sumologic query listed below. Look for the timestamp at when the password reset email was triggered.
"support@freshworks.com" AND "agent_email_address"
- e -> refers to the event of the email. If the event states "delivered", then you can share the sid with the user and ask them to reach out to their MSP / email team to have this checked further. Below is a sample for successfully delivered reset email.
If you are looking for the email delivery logs for the contact's email address, kindly use the below query in sumologic to identify the status of the password reset email.
"contact_email_address" AND "account_ID" AND "PASSWORD_RESET"
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