I really hope someone here can help us out real quick.
We receive emails from our phone system for recorded messages regularly, sometimes we receive a lot of them within 30 minutes or so. I totally understand that this would usually get flagged as spam, but:
1) since day one of our account, we had that domain added to our "Zulassungsliste(german)"/Whitelist/List of approved mailadresses/domains - so if I understand correctly, all emails from that email adress or that domain should never end up in spam, right?
2) since today that email is being blocked as a requester all togerther. so not only did somehow all emails from our phone system end up in the spam folder, but I also can not "wiederherstellen/restore them automatically" like I usually can. When I restore them manually, the link to the recorded message recordings is not clickable anymore.
Why on earth is Zendesk blocking a requester, whos mailadress AND domain is on our list of approved requesters? Where can I find this list of "blocked requesters" that were blocked by Zendesk, and edit it?
It's quiet urgent as of right now we can basically not really work with out recorded messages, and especially during high-season now, I am sure everyone here understands how not cool that is.
Look forward to any suggestions you may have.
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