Why are most emails marked as spam?

Question

What is causing most emails to appear in my Suspended tickets view?

Answer

If you notice a sudden increase in the number of emails being marked as spam, the issue could be related to the email headers within the messages that you forward to Zendesk. The email headers contain unhealthy resources, which email filters use to mark emails as spam.

These factors flag customer emails as spam

• An email header that contains a domain listed in a public blocklist signals that the domain might be associated with spam or malicious activities

• If an IP address in the email header appears in a public blocklist, the IP address likely sent spam or other unwanted content.

• If you have enabled enhanced sender authentication and the sender's email provider does not have properly configured DKIM, DKIM, and DMARC authentication.

To determine if your emails contain unhealthy resources

1. Extract the source of the email from the ticket
   
2. Download and open the EML file in a text viewer, then review the IP addresses and domains that the email passed through.
   
3. To check if an IP address or domain is blocklisted, use an external tool such as MXToolbox. This tool shows if the IP or domain is listed in any public blocklists. If the IP address or domain is blocklisted, contact the owner and request its removal from the blocklist.

To train the algorithm

In Zendesk, you can recover your suspended tickets. Over time, this will train the spam filter to avoid marking those emails as spam in the future, gradually improving its accuracy.

You may also have enhanced 

For more detailed information about why emails are detected as spam and how to address this issue, see the article: What does "Detected as spam" mean?