Forwarding spam emails to Zendesk

Answered

7 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Valeriy,

    Just to confirm, these emails are being sent to the Spam folder in your gmail account which is preventing them from forwarding to your Support account correct?

    This is most likely expected since we wouldn't want legitimate spam emails to be generating tickets in your account. Therefore emails arriving directly in your Inbox will get forwarded and emails arriving in your spam folder will not.

    You'll want to do some digging on Gmails end to determine why these emails are being delivered to your spam folder so they don't continue getting missed. As for the Spam emails you marked as not spam, you'll want to manually forward those to your support address you have set up on your account. Recovering these emails from your spam folder will not automatically forward unfortunately.

    If you're unsure what your support address is you can navigate to Admin>Channels>Email to see your listed address there. This should fall along the lines of support@subdomain.zendesk.com.

    Let me know if manually forwarding these emails does not generate a ticket in your Support account.

    Thanks!

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  • Danna Carmi

    I have the same issue. I'd like to request that, instead of not forwarding "spam" emails, to instead forward them as "suspended" tickets, with the cause of suspension being "detected as spam," so that we can decide for ourselves whether or not to recover it.

    This would be much more convenient than needing to check both platforms regularly. I had hoped that a transition to Zendesk meant that we would need to use only Zendesk for email ticketing, but it appears I need to continue to also use Gmail. There are one or two other situations that also force me to go back go Gmail.

    There will always be some false positive spam flags -- expecting a perfect spam filter from Gmail or from us is not the solution.

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Danna,

    Is the issue here that legitimate emails are being detected as SPAM or is the issue that SPAM emails are generating tickets in your Support account without being suspended? 

    If you're running into any issues with legitimate emails being detected as SPAM, you may want to try whitelisting the domain these emails are originating from. More information can be found in our Using the whitelist and blacklist to control access to Zendesk Support article which I have linked. 

    Additionally, if legitimate emails are being detected as SPAM and are sent to your Suspended Tickets view, you should still have the option to recover those emails to generate tickets. See Viewing, recovering, and deleting suspended tickets for more information. 

    While I understand your frustration, I do want to set the expectation that Zendesk Support is not an email platform and unfortunately we do not have control over what emails are being detected as SPAM on your email providers side if that's the issue here.

    If emails that should be generating tickets are instead delivered to your Suspended Tickets view, let me know and I can create a ticket on your behalf to investigate further.

    Thanks!

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  • Danna Carmi

    The issue is that legitimate emails are being detected as spam by Gmail, so I never see them in Zendesk, not even in the Suspended Tickets view. It is impractical to whitelist the domains these emails are originating from, since we have many customers who email from many domains -- I couldn't anticipate all of them in advance.

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Danna,

    The best solution here is to contact Google at this point to determine why these emails are being sent to your SPAM folder. As mentioned previously, Zendesk does not have the ability to alter your email settings to prevent certain emails from being detected as SPAM. This is an issue on the email providers side and I do wish there was an alternative solution I could provide you :-/

    Let me know if you have any other questions!

    -2
  • brandon

    > “As for the Spam emails you marked as not spam, you'll want to manually forward those to your support address you have set up on your account.”

    This only works for new tickets. If you do this for a reply to an existing ticket that incorrectly got marked as spam, it won't be added to the original ticket.

    Gotta say the Zendesk response on this topic is a bit disappointing…it’s inevitable that spam filters (even Gmail’s) will occasionally have false positives. The Zendesk+Gmail integration should be able to detect when an email was flagged as “Not Spam”, and pull it in.

    3
  • Chris

    Agree with Brandon,

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    1. We've linked Zendesk to Gmail via the Gmail Connector Method

    - If emails go directly into the spam folder inside Gmail, if you then mark them "not as spam" in Gmail, the email moves into Gmail's inbox, but it does not import into Zendesk as a ticket (unless you marked those tickets not as spam on the same day of receiving it, which is not good enough to be honest).

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    2. We've now linked Zendesk to Gmail via the Email Forwarding Method

    - If emails go directly into the spam folder inside Gmail, if you then mark them "not as spam" in Gmail, the email moves into Gmail's inbox, but Gmail forwarding method does not seem to forward those emails (ones mark from spam to inbox), which means those will not become tickets in Zendesk. I will ask Google shortly if there's a way to fix this forwarding behavior but I doubt there is.

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    A. As Brandon suggested, when using the Gmail Connector Method, the email must have some sort of tag? when a user moves emails from Gmails spam folder as "not spam". Zendesk could use that tag and therefore be able to import them as tickets.

    B. Alternative solution, please continue the import/ticket creation as per usual. But please just import "Gmails Spam Folder" to "Suspended Tickets" in Zendesk. Then people could just "recover" some the suspended tickets inside Zendesk itself and delete the rest.

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