We had built up a form by an external service party and forward all messages collected to Zendesk via our support email.
It appears recently most mails had gone to Spam and our operator had to receive them from Spam.
What can be done to improve this, please?
The service we used was Jotform and redirect all messages to support@ourcompany.com
Hi Wayne,
When you say Spam do you mean Suspended by any chance? Sometimes this will happen if you have >30 or so messages come in from the same user in a very short period of time. You can add the address to the allowlist if it's not there already.
Maybe you can give a little more info on this if you need more assistance?
Hi Heather,
Thank you for your message. Yes, I meant the suspended area on Zendesk. We have a lot of messages (>30) being directed to support@xplora.com. It would be great if Zendesk would allow support@xplora.com on the allow list. If I had to do it myself, please share the steps to guide me through.
Many thanks
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Hey Wayne,
I hope you are doing well and taking care of yourself! If it's alright with you, what I would like to do is to take your case into a ticket and work with you in order to see what's going on and help assist on this.
Keep your eyes peeled on your inbox for my message! :)
Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia