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New Email Setup Required - No Warning Notice Sent out

I just stumbled on this article updated May 14, 2020 about change from Sendgrid to FS own mail servers. This is a big change as it would seriously impact users receiving emails from helpdesks everywhere. How is it possible a change like this can take place with no emails sent out to customers? No post here in the forums? Are we just supposed to find out when our customers stop receiving helpdesk emails?

https://support.freshservice.com/support/solutions/articles/50000001087-migrating-from-sendgrid-to-freshworks-email-service

Hi Phil,


Thanks for reaching out to us with your concerns.


We have not started migrating our customers to our own mail servers yet. We are planning to do the migration on phases and we are sending out communication to the first batch of customers starting this week. This article was published so we can start sending out the link alongside the communication.


Rest assured, we will be communicating well in advance with such a change and we'll keep the thread posted if there are any improvements. Also, let me pass on the feedback to our team around this article and see if we can include a disclaimer that we'll be doing this migration in phases after multiple email communications.


Thanks,

Rajagopal

Hi Phil,


We have updated the article with a note calling out that we'll be sending out email communications to customers before their account is being migrated.


Thanks,

Rajagopal

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