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

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  • 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 Care

    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. @... 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 Care

    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

  • Sune Opstrup

    Many of my customers are using Microsoft 365 and a lot my outgoing support mail to these customers are ending up in their spam filter. I never got it solved as Zendesk asked me to get my customers to add my support e-mail address in their whitlist which is not an option.

    My customers write to and I reply on the same one. If it was possible to always reply from it would maybe help.

  • Eddison Ng

    I am also having the same issues with Zendesk. We checked our domain spam score and it is fine. We also implemented DKIM however customers are still missing emails.

    My emails are going to spam and it has been a recurring issue. We have some customers missing important emails like mockup approvals and in some situations, it has caused us to not be able to convert on orders so it is quite critical and a requirement that our emails from Zendesk land in an inbox. 

    From what I am gathering it seems to be a Zendesk specific problem with sending to Gmail. Gmail is quite a popular platform so it would be great to have this fixed asap.

  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Eddison,
    Thank you for reaching out to Zendesk Support.
    In regards to your concern, 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.
    Thank you!
    Kind regards,

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