We've had reports from staff and clients and 3rd party suppliers that emails from our Service Desk (eg ticket replies or ticket notifications) are going into their Junk email folders.
Is anyone else experiencing this? It is causing major issues with clients thinking we have not responded.
Here's an idea! Let everyone use their own SMTP servers so we don't rely on the incompetence of FreshSerive. You can? In the "Estate" plan? So I have to pay more if I want control of the mail flow? I have to pay more to use my own service? I regret signing up for freshservice. Will be switching to proper helpdesk soon.
I cannot comprehend why using your own email server is in the most expensive plan.
We have this issue as well, but only with Office 365 / Exchange servers with custom filtering rules for bulk email / graymail. Office 365 by default assigns our helpdesk emails a low spam confidence level (SCL) but a *very* high bulk complaint level (BCL), Many organizations with Office 365 use bulk email filtering rules that automatically mark high BCL-scoring emails as spam. Trying to appeal to various email administrators to manually create Exchange transfer rules because of this isn't really a solution; the proper solution would be to fix the underlying reasons why the BCL score is so high.
Greetings, I've noticed freshservice emails go straight to the spam folder in my Gmail account (still testing the product to use it in our office). I'm afraid this issue would replicate with end users as well and think no we are not responding to their issues.
We had the same issue. We moved to having google at as an SMTP relay and it solved the issue.
Is there a valid fix to using office365 mail for incoming and outgoing mail?
We migrated to 365 mail.
Users helpdesk email is going straight to the Junk folder...
Hello, we're testing freshservice as well, and are experiencing the same problem. Mails go straight into the junk folder on Outlook 365.
Any solutions for this?
Because it is self-evident that such an issue is a deal breaker.
I have been having the same issue. I tried Devon Edwards approach and there was no improvement. In fact, for whatever reason, I now get duplicates of all various notification emails (i.e. tickets open, closed, etc.). The duplicates send to both the client and our staff... it's very odd.
I am in the testing stage of pre-sale for this and have spent countless hours configuring our system in MSP mode... only to find out that pretty much all of our tickets go to Junk, Spam, or are flagged as being "spoofed". A simple header check on the emails reveals that many of the servers being used (many of them actually belonging to Google / Gmail actually) are flagged in various spam / blacklist / backscatter lists and as a result... are causing these issues. I am not really sure how or what you could do to remedy this, other than find a provider OTHER THAN Gmail or Office 365 (Exchange) to route mail through. I am on the fence about spending any more time using this software if it is plagued by this. I hope it gets resolved!
Any update on this issue getting resolved? Please allow all plans to use a custom mail server to resolve this problem.
Hi, Our pricing model has been designed to include Custom Mailbox only on the Estate and Forest plans. However, you can have it as an add-on to your current plan itself without having to upgrade to the highest plan. Saying that, our team is also working on our own email platform which should be rolled out within a month. We'll keep this thread updated once it's available for production.
Regarding the Office 365 issue, you would have noticed our SCL score is healthy enough to be not recognised as Spam/Junk, but as our mail server sends more emails than the limit of Office 365 for bulk emails, BCL score is marked high, which in turn gets market as Spam by default transport rule which checks for BCL score. We suggest modifying the transport rule which would not move them to Spam/Junk folder to fix this issue for now.
Raj, has there been any update to your email platform as you suggested? I am still seeing my responses to tickets going into the junk email folders of our users.
As informed to you over the support ticket, we would be migrating to our own SMTP servers early next year. Once the accounts are migrated we will not hit the bulk compliance policy as we would be using multiple IP’s for outgoing. This should also resolve all spam email issues.