Our security mechanism will suppress emails based on the email's activity and health. As a result, instead of emails landing in the customer's mailbox, they will bounce back. To clear such suppressions, you can use our slack channel - Freshmail bot.
Steps to clear bounce/suppression
Get the affected email address from the cx.
Access Freshops > Enter the customer account ID or URL > Search for “Pod” using ctrl+f (or cmd+f). Based on the POD, open the corresponding sumologic
If the mail delivery failed because of bounce/suppression, open the Freshmail bot slack channel and use one of the following commands that match the account POD to check suppression.
- To check bounce suppression in AUS region - /is_suppressed_au
- To check bounce suppression in EU region - /is_suppressed_eu
- To check bounce suppression in IND region - /is_suppressed_in
- To check bounce suppression in US region - /is_suppressed_us
If the mail address is in the suppression list of Freshdesk, use one of the following commands that match the account POD to remove suppression.
To remove bounce suppression in AUS region - /remove_suppressed_au
To remove bounce suppression in EU region - /remove_suppressed_eu
To remove bounce suppression in IND region - /remove_suppressed_in
To remove bounce suppression in US region - /remove_suppressed_us
If you see SendGrid as sending server, use the following command to remove the bounce
/remove_suppression_sendgrid
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