Possible queries:
Sorry, this request could not be fulfilled right now. Please try again later.
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 (it would be of the format domain.myfreshworks.com or domain.freshworks.com)
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. - If there is an error such as - "Sorry, this request could not be fulfilled right now. Please try again later." the while trying to reset password, we can suggest the customer to clear cache cookies or try from incognito window and trigger a fresh password reset link. The steps to trigger a password reset can be referred from this article.
If the error still persists, you can ask the customer to share a HAR file and videograb and raise an L2 ticket. - You can also share a URL to take them directly to the password reset page. It is of the format https://OrganizationURL/forgot-password? Organization URL will be of the format domain.myfreshworks.com or domain.freshworks.com.