Email from support address marked as spam

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12 Commentaires

  • Heather R
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    If you're referring to emails FROM your support address, I had this issue also and didn't find a way to rectify it either. I believe it's by design :/
    Our solution was to check suspended tickets at least once a day.

    Out of curiosity, what's the flow of these tickets?

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  • Nicole - Community Manager
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    Hi Kate - 

    I second Heather's question. Can you share more about your workflow? We might be able to help you come up with a solution if we understand more about why the emails are coming in this way. 

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  • Kate Hope
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    Hi, thanks for the responses. 

    Basically, our main website has contact forms etc, submitted forms are sent to a specific email address depending on their nature (e.g. sales, support etc). We have these email addresses set at support addresses in our Zendesk account, with them being automatically assigned to specific users by using triggers. They are constantly going into spam, which is a tad annoying. We have had this in the past and it hasn't been too bothersome as like you say it is simply a case of selecting all the tickets in spam and recovering them automatically. 

    However for some reason, from one of the support addresses it will not let the tickets be recovered automatically and each one has to be recovered manually individually, not an issue when it is just a single ticket but we get between 10 and 40 of these a day so it's starting to be a bit of a hindrance.

    The support address is also the email address that is linked to my account, so I'm not sure if that could be causing any of the problems?

    Any ideas are much appreciated!

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  • Graeme Carmichael
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    Kate

    It may be worth adding the full from address to your white list (Settings>Customers>White list) . We have a similar set up with forms being sent to a support address. This will minimise the number of suspended tickets.

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  • Kate Hope
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    Thanks Graeme I'll give that a try too....

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  • Heather R
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    Hmmm, catching up here and if I'm reading your issue correctly, this might not be behaving as expected. I don't know how your main website is set up, but if users are providing their email address and your main website is passing that through to Zendesk as the requester, then these should NOT be ending up in your Suspended queue. 

    If, however, for some reason Zendesk thinks the ticket is FROM the given support or sales email, it WILL end up in the Suspended queue because Zendesk figures, Hey that's weird, a ticket from my own email? Nah, put that in Suspended.

    So maybe, if you're not using the Web Widget or another native Zendesk feature to collect the customer info via form, take a look at how it's sending the Requester/Submitted by

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  • Nathaniel Offer
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    Hi Kate,


    I saw your message earlier and was just now reading a Zendesk article regarding digitally signing your email when I remembered your question and thought the article might solve your issue as well.

    Take a look https://support.zendesk.com/hc/en-us/articles/203663326

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  • Nicole - Community Manager
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    Thanks for sharing that answer, Nathaniel!

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  • Brian Scott Peterson
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    I am revisiting this workflow many months after setting it up so forgive me if I'm forgetting something basic. 

    We receive emails at suppot@ourwebsite.com, which google admin/gmail account. The messages are set to to automatically become ZD tickets. I periodically check the gmail account's spam folder, and have increasingly been finding messages erroneously flagged as Spam. If I mark these NOT Spam, they will appear back in my inbox but do not automatically become ZD tickets. For them to become tickets, I forward them owrsuppot@ourwebsite.com or support@ourwebsite.zendesk.com, however these forwarded messages are suspended before coming ticket (possibly causing a mail loop) with the reason for suspension listed as "received from support address". 

    I'm not sure how to better prevent more message from ending up in my spam box, and what the protocol is for turning them into tickets if they are. 

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  • Patrick Bosmans
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    Hello Brian,

    Direct forwarding from a recovered email can change the email address and our baseline recommendation to stop our system from filtering to suspended tickets is to make sure to change the from and reply to address to the original requester before forwarding to Zendesk.  The following is taken from this article, https://support.zendesk.com/hc/en-us/articles/115009659807.

    This can be done manually or you can try to setup a redirect rule within google. The following article from google's site might help in that respect, https://support.google.com/a/answer/2685650

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  • Katharine King
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    We have webforms going through a third party product to filter into our zendesk tickets, recently the email that they enter with has been marked as spam multiple times. We've added both the domain and the exact email address to the whitelist, however after about a week these tickets end up in spam again. Any thoughts?

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  • Dan Cooper
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    Hi Katharine, 

    The largest one is going to be communication with your team to inform them that the email address is legitimate.  This isn't always easy, but sometimes just being loud can solve this kind of problem. 

    However, if the event that you can't solve it that way, there are a few things you can look at depending on your team's workflows.  There are some apps that can help you make sender details a bit more obvious.  The User Data application can live in the ticket sidebar and include details that can help the agent assess if the email address is legitimate based on the notes.  Other apps like VIP User could give you a highly visual indicator that could let your team know something is up with this customer. There may even be other apps that show a notification based on certain fields existing.

    If it makes sense for these, you can change the user name to something that is obvious [System ticket DO NOT MARK AS SPAM].  Just be careful if those emails are shared with customers as the name could show up in the ticket replies in the body of the email. 

    Hopefully these will give you some ideas on a few options.  I'm sure there are more as well. 

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