Why are most emails marked as spam?

Question

What causes most emails to appear in my Suspended tickets view?

Answer

This may be related to the headers of the emails that you forward to Zendesk. The email headers may contain unhealthy resources, which email filters use to mark emails as spam and suspends tickets.

Factors that may flag customer emails as spam:

• An email header that contains a domain listed in a public blocklist, which signals that the domain is associated with spam or malicious activities
• If an IP address in the email header appears in a public blocklist, it's likely that the IP address sent spam or other unwanted content
• If you turned on sender authentication and the sender's email provider doesn't have SPF, 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. Check if an IP address or domain is blocklisted with an external tool, such as MXToolbox, which shows if the IP or domain is in any public blocklist. If blocklisted, contact the owner and request its removal from the list.

For more information on how to address spam issues, see What does "Detected as spam" mean?