I am creating tickets for customers but the emails are going to their SPAM folder. How can I keep that from happening?
my support ticket emails are getting to customer's spam
Hello @Perry Gard,
It sounds like you need to adjust your allow and blocklist settings. The following article below should guide you in adjusting these settings to stop emails from hitting the spam folder immediately.
Using the allowlist and blocklist to control access to Zendesk Support
Best regards.
Thank you for the reply. I think my situation is the opposite though. I'm not having problems with incoming messages. My problem is that occasionally messages outgoing from my Zendesk Support are getting caught in my customers SPAM box.
Sure that makes sense. I just wonder if there is some strategy with the ticket to avoid that. Like the subject line.
Hello Perry,
Avoiding spammy subject lines may help, removing exclamation points, all caps words, etc.
Have you checked that your email settings in Zendesk are completely set up? I presume you are using a custom domain. For that you need to ensure you have DKIM etc set up correctly. See https://support.zendesk.com/hc/en-us/articles/115014034108-Authenticating-incoming-email-SPF-DKIM-DMARC-
Thank you Andrew for the great answer plus link. Aren't those settings for emails incoming to Zendesk support rather than outgoing messages?
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Hi Perry -
That's going to depend on the settings that they have in place around spam. It's not something you have control over, it's something they will have to change on their end.