In order for Freshdesk to send emails that are spoofed as coming from my domain (helpdesk@<domainname>.com), I have to add them to the white list of my third party spam filter. Otherwise, they will be rejected. This makes sense. The spam filter is doing it's job.
About 2 years ago, I started out with a few dozen IP addresses that a Freshdesk technician gave me. Now, that list has grown to 104! In the past week, I have discovered at least 5 more IP addresses and have also added them to my white list.
I chatted with another technician several months ago, and they gave me an incomplete list. Finally after a few back-and-fourth comments, they looked deeper and found more IP addresses that are being used for email. In that same conversation, I expressed frustration and asked if someone on the Freshdesk side could send out an update to all of us admins so we could be on the front end of this, and not have to react to failed deliveries. They said there wasn't such a list, and that I should reach out to the community about it. What?! I pay money for what?!
So I just wait until I get the following message, and then jump on my spam filter to determine the newly found (and supposed unlisted) IP address to add to my white list.
It is hard to believe that what they are telling me is accurate, since this is a paid product and matured. Although there are some other quirks about the application, I can't believe there isn't a way for Freshdesk to constantly communicate with admins like myself about newly added IP addresses that their mail servers use.
Am I the only one in this category? I thought I would find someone else mentioning this issue in the community, but I have come up empty handed.
Sorry to hear about your troubles. This unfortunately is not the appropriate forum for the questions you have, so please allow me to create a ticket for you so someone get you a response.
I would also be interested in obtaining assistance for a similar obstacle we are facing. We are looking to migrate our SMTP server and would require Freshdesk Mail Server IP addresses to add to whitelist.
I'm having this same problem Eric, what did you ever figure out?
did you ever get this resolved?
@Colton - short answer is "No". I had a technician tell me that I needed to set up DKIM in order to mitigate this issue. I went back and fourth adding DNS TXT files to my domain, and then their end not working properly, and then finally DKIM was enabled.
Unfortunately, that didn't do anything to fix this issue. After I gave the technician feedback, he said I should go to my IT Admin and figure out why our spam filter is blocking their IP addresses. It's as if we never spoke. I AM THE ADMIN! It is being blocked because Freshdesk is spoofing my helpdesk email address, duh! And Freshdesk refuses to give me additional IP addresses on the front end and so we have these issues. Additionally, even the email message that their system sends us is being blocked because even that message is spoofed. If they could just send the error message from their email server(s), that would be a big help.
To put salt in the wound, after I explained to him that he told me DKIM would fix this problem, the technician suggested that I use our private server to deliver all of Freshdesk's email messages for our domain.
This is a BIG problem. We MUST receive email notifications from the people we support, and they MUST receive email notifications from us. I shouldn't be troubleshooting the system that is being used to track what we are troubleshooting.
My renewall is up in less than two months. We are actively looking for a replacement helpdesk system. It sucks, because we have to change YET ANOTHER system.