Question
How can I stop my Zendesk emails from going into my customer's spam folder?
Answer
In many cases, your email is directed to your customers spam folder because the customer's email system doesn't trust the sender. To improve the chances of a successful delivery, use a combination of SPF, DKIM, and DMARC to verify the trustability of your outgoing emails. When you set up SPF and DKIM, include Zendesk within the records to authorize sending from your account.
If issues persist, consider asking your end users to contact their mail providers to find out specifically why their system marked it as spam.
You can also try to correct the problem by adding these customers to your whitelist. For information see Using the whitelist and blacklist to control access to Zendesk Support.
3 Comments
So in our case the email provider is Gmail. We even have one customer who says our emails always go to spam - even tho they mark them as not spam.
This seems to have started recently, like in the past few weeks. Is this happening to anyone else? Thoughts on how to resolve?
Same problem here. Please tell us a bit more about including Zendesk to DKIM and SPF
Hi Sondra and Toni,
If you are continuing to experience issues after adding DKIM records and SPF records that allow Zendesk to send mail on your domains behalf, definitely open up a ticket through our support team, and we will be able to help troubleshoot.
If you have yet to add the DNS records to your external domain, I would advise starting there.
Here is a brief overview of each record (with a link to set up the record as well):
https://support.zendesk.com/hc/en-us/articles/360001579047-Tips-to-combat-spam-and-protect-your-business#h_99404083271539295299373
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