Emails from Zendesk going to spam - but only agent comments!
We have an issue with some emails from us via Zendesk going to our customers' spam folders, but the behavior is very specific: The customer receives our initial auto-reply and they receive the CSAT survey at the end, but none of the Support team's attempts to communicate in between are received. This doesn't happen with every customer, but we frequently receive DSAT comments saying something like, "I got your first email and then nothing, and now you're saying my ticket is solved??" when in fact we have sent multiple public replies in between.
We are using the "send email via Gmail" option. I should also note that our support email address is technically a Google Group. I'd love to know whether anyone else is having this specific issue and what you've done to resolve it. I've scoured the docs and haven't found anything that explicitly addresses this behavior.
In many cases, your email is directed to your customer's spam folder because the customer's email system doesn't trust the sender. To improve the chances of a successful delivery, use a combination of SPF, DKIM, and DMARC to verify the trustability of your outgoing emails. When you set up SPF and DKIM, include Zendesk within the records to authorize sending from your account.
For more information, please see this article: How can I stop my emails from going into my customer's spam folder?
If you are using the Zendesk Gmail Connector with the Send email via Gmail option selected on the Email Settings page in your Zendesk, then Gmail is responsible for the outbound sending from your Zendesk. To resolve this, you can either reach out to Gmail or you can uncheck the Send email via Gmail option so that Zendesk is responsible for the outbound sending.