How can I stop my emails from going into my customer's spam folder?

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  • Sondra Halperin

    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?

  • Toni

    Same problem here. Please tell us a bit more about including Zendesk to DKIM and SPF

  • Ryan
    Zendesk Team Member

    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):

  • Sandy Vangyi

    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?


  • Russell Chee
    Zendesk Customer Advocate

    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!

  • James Green

    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? 

  • Manaan Alexander

    I'm also having this issue - many of our outbound emails are ending up in spam when using Zendesk Gmail Connector

  • Russell Chee
    Zendesk Customer Advocate

    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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