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 customer's 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 allowlist. For information see the article: Using the allowlist and blocklist to control access to Zendesk Support.
8 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
Some of our emails are still going into customers spam folder even after setting verification up as described in the article. Could we change out responses to members from Zendesk to go out from a different email? Is there any downside in doing it? Wondering if this could help?
Wondering if anyone has done it and reported any positive/ negative effects? We’d still have the same support email linked to Zendesk so we’d get all the email replies to this email address, but would respond back from a different email. Would the member's experience receiving a response be weird/different?
Hey Sandy,
I hope you are doing well and taking care of yourself! I just wanted to let you know that I'll be creating a ticket from this community post and converse with you via that avenue to discuss your questions and options to help stop your messages from Zendesk arrive into customer's spam folders. Speak soon!
Just adding to the list of folks having issues sending emails to users with the gmail domain. Tested yahoo and protonmail in addition and the emails sent to their inbox. Gmail is the issue. Russell Chee did you get any further response from your ticket?
I'm also having this issue - many of our outbound emails are ending up in spam when using Zendesk Gmail Connector
Hey Manaan,
Thanks for reaching out on the community post, I hope you are doing well!
I just wanted to let you know that I'll be creating a ticket with you so we can work on this issue together. Keep an eye out for your emails and speak soon!
Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia
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