Possible errors: Email/replies sent from Freshdesk to the end users are duplicated

Resolution Path: 

1. Gather details from the cx: (i) Recipient email address (ii) Ticket ID (iii) Timestamp of email sent
2. Access Freshops > Check what mail server is used. 

If Freshdesk server is used - Check POD > Open corresponding sumologic > 
Paste search query - AND . In the result, check “rsn”
 
3. If only one "delivered" event is recorded, explain to the cx that we haven’t duplicated the response at our end. Share relevant log records with cx for further investigation.
4. In the result if you see “Deferred due to a Generic Exception,, Exception Message: Exception reading response, Nested Exception Message: Read timed out” - Recipient's server defers(rejects) email, this triggers Freshdesk to re-send email based on response code. Usually, this happens due to temporary connection issues or server restrictions. Share relevant log records with cx for further investigation.
5. If you see “421 Service Temporarily Unavailable” - Indicates temporary mail server issues or recipient's email account problems. Share relevant log records with cx for further investigation.
6. If you notice duplicate delivery records at our end, save all the log details and raise it to L2.

If the custom mail server is in use - we will not have complete control over mail delivery. Log into the respective Haystack based on the POD available in Freshops >Choose Freshemail as the log set and search with the customer email address. Share the resulting logs with the customer. 

Sample response

2022-03-08 08:22:30,768 INFO emailEventLog [pool-4-thread-66] {"pod_info":"us","reason":"Exception:250 OK id=1nRV6l00BzSbW1\n","mail_type":"CUSTOM_SMTP","emailserv_ip_name":null,"to_email":"support@precisioninfocomm.com","from_email":"support@precisioninfocomm.com","emailserv_selector":null,"sg_event_id":"58cbff31-2c73-4a8e-ae0d-41a2b4112f18","emailserv_ip":null,"smtp-id":"<62271241b47b7_2332b1ac5f5f98c394883d.sidekiq-frequent-fd-poduseast1-main-green-f6fd688cb-tz5m9@outbound-email.freshdesk.com>","emailserv_ip_pool":null,"mail_provider":"FRESH_MAIL","account_id":"2119255","internal_code":"FW.SMTP.OUT.0.000","event":"deferred","applicationId":1,"request_id":"Mail1646727745874-9ff6ab9d-eb78-44f8-b498-c88f83942ab71d73450b-f0cc-44cd-856b-c6c9d4e96c92","status":"421","timestamp":1646727750}