Customers reach out to businesses through various channels - email, chat, message, phone, and so on. However, emails are the most widely used and indispensable mode of communication and the core of customer service interaction.
However, if the emails from your Freshdesk account are not reaching your customers, please perform the following basic checks to help troubleshoot the issue.
Email delivery failure: Please check if you see an email delivery failure in the ticket details page. The error message will highlight contributing factors like an unauthorized recipient address, an invalid domain, or server error.
Address added to drop queue: Sometimes, the customer's email address may be in the drop address, for which you can contact us to clear this immediately.
If the issue persists, please get in touch with support@freshdesk.com, and one of our agents will assist you further.