Q. What is to be done?

A: Re-verification of Domains. 

Admins are expected to carry out this exercise for their org instances. These are the steps to be followed: 

Go to your DNS manager (Godaddy / NameCheap etc).

Find the DNS record 

               "host": "fwtrack.fmtest-prod.com",

               "type": "cname",

               "value": "tr.myfreshworks.com"


Update the value of this record from tr.myfreshworks.com to 

euc-tr.myfreshworks.com (accounts in the Europe region)

aus-tr.myfreshworks.com (accounts in Australia/ Newzealand region)

ind-tr.myfreshworks.com (accounts in Apac region)

Q. What product does this apply to?

A: This applies to users in Freshsales Suite and Freshmarketer who have signed up before Sept 31st, 2021.

Q. When does this come into force?

A: June 30th, 2022. Admins are expected to take action by this date. Post-June 30, Freshworks Native Email platform will be the only carrier over which all our emails will be carried and all accounts will be force migrated to the native email service.

Q. What happens if I don’t take any action?

A: If admins do not update the DNS records before June 30th, email click tracking will not work which will affect the email journeys as well as email metrics.