Possible Errors: Email/replies sent from Freshdesk to the end users are delivered with a delay.
Resolution Path:
1. Gather the following details from the cx:
(i) Recipient email address
(ii) Ticket ID.
(iii) Timestamp at which email was sent.
(iv) Timestamp at which email was received by the recipient
2. Access Freshops > Check what mail server is used.
3. If Freshdesk server is used - Check POD > Open corresponding sumologic > Paste search query -
AND OR AND and check the “rsn” value
a) Delivered: It indicates that the email has been successfully sent from our end. Compare the timestamp when the email was sent from Freshdesk with the delivered timestamp in the logs.
If they match, there is no delay from our end. You can share the From, To email addresses, SMTP ID, and the rsn attributes with the customer and they can have it checked with their IT team.
If you observe a delay, you can raise an L2 ticket by sharing the screenshot of the agent reply including the timestamp captured in the UI, and respective log links highlighting the timestamp recorded, and the team would be able to analyze it further.
b) Message queued for delivery: It means that the email has been delivered from our end, but it has been queued for delivery on the recipient's end. You can share the From, To email addresses, SMTP ID, and the rsn attributes with the customer and they can have it checked with their IT team.
4. If Custom mail server is used - Navigate to the POD-specific Haystack application and enter the email address in the "freshemail" log set. Compare the timestamp when the email was sent from Freshdesk with the delivered timestamp in the logs.
If they match, there is no delay from our end. We can advise them to contact their Email/IT team for further investigation, as it falls outside our scope. You can share the From, To email addresses, SMTP, and response attributes with the customer and they can have it checked with their IT team.
If you observe a delay, you can raise an L2 ticket with the details mentioned above.