Hi there,
Messages from a specific email (our Yelp business account) continue to go to our Spam folder, and we are not able to respond to those requests. How can we move the Yelp emails to consistently go to our regular Inbox?
Messages Going to Spam Folder, not Inbox
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Hi Meredith! Welcome to the Community!
Just to make sure that I understand your question, are you saying that emails coming from Yelp are going into the Suspended Tickets queue in your Support instance?
Most likely this is happening because those emails are coming from a noreply address at Yelp. Support automatically routes noreply emails to the Suspended TIcket queue because they're generally not something that customers want to become tickets.
However, there are sometimes exceptions to this, and it sounds like you're trying to get Yelp reviews created as tickets in Support. That being the case, my recommendation would be to look at some other options for creating those tickets to bypass the email issue entirely.
The first option would be to use the API to pull new reviews into Zendesk when they're posted on Yelp.
The second option would be to check if there's an app in our App Marketplace that will accomplish this for you. I did a quick check, and I did find one: ReviewBot. There may be other apps as well, but it might take some more hunting to find them.
Hope that helps!
This is something that absolutely needs to be optional, it's a hugely broad assumption to make that no one wants anything from a no-reply.
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Hey Spencer -
The reason that no-reply addresses are suspended by default is because in the past they've been responsible for huge outages in some systems by creating email loops. It's safer for everyone's system reliability to make them suspended by default, and then let admins whitelist things individually.