Possible Errors: Emails going to the SPAM folder despite enabling DKIM
Resolution Path:
Open Sumo Logic >> Search with “Ticket ID” and “email ID” of the recipient >> Select date range >> Click on Search >> Look for (press ctrl + F) CID value in results.
If the CID value is not 30 or 31, or 33, it means the account uses low-reputation IP and doesn’t have a valid DKIM >> Guide the customer to verify the DKIM entries
If CID is 30 or 31, or 33, copy “IP” from Sumologic and paste it into MXtoolbox to check if IP is blacklisted >> If IP is blacklisted, raise a request to remove the blacklist on slack channel “fd-support-noc”
If you don’t see any of the reasons given above, compare DKIM records in Freshdesk with the entries in the customer DNS portal >> If there is a mismatch, guide the customer to redo the DKIM setup
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