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Emails from Freshservice going into Junk

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.


14 people have this problem

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!


1 person likes this

This issue is still on-going. We have updated the SPF and whitelisted Freshservice with all our clients, however the emails are still being marked as Junk.


This really isn't workable for us, and is causing embarrassment with our clients. We are being forced to review our service desk software with a view to moving away from Freshservice as we need to know that communications are being received.




1 person likes this

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.


Thanks,
Raj

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.

Hello!

Hope you guys are doing well!

If you are still facing this issue please write back, as Ronald mentioned we will change the IP address of your instance and get it fixed for you.

Looking forward to hearing back from you.

Regards,

Jayesh

Freshservice  -  Freshdesk Technologies

We had the same issue.  We moved to having google at as an SMTP relay and it solved the issue. 

I think we possibly are still getting this, yes. One of my team reported that he had not received notifications.


Thanks,


Charlie

Hi Charlie,

Thank you for writing back.

I will make the changes and will keep you posted.

Regards,

Jayesh

Freshservice  -  Freshdesk Technologies

We are having this issue too, we added two rules to allow the Freshservice 'ITSupport' spoof through but it only worked for so long. Waiting for Microsoft to get back to us.

Hi Charlie,


Thank you for your patience.

We checked the activity in the email servers,everything looks good with the account.

Is it happening for any specific user? if yes, please share the email address, will be glad to check that and get back to you.


Regards,

Jayesh

Freshservice  -  Freshdesk Technologies

 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...


Hi Jayesh,


We are still encountering this issue and it is starting to severely impact our service to our clients. I have updated my ticket #829037 with detail of the new client's domain as I don't want to publish it on the forum.


Thanks,


Charlie

Hi All,


Did you also change the SPF record!, in the DNS with you hosting provider.

please check your SPF mxtoolbox.com


v=spf1 include:spf.protection.outlook.com include:email.freshservice.com -all

Dear Odell,


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.


Cheers!



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