Emails landing to the SPAM folder in our mailbox not getting converted as tickets in Freshdesk

Hi @Aishwary,

I understand that most of the outgoing emails from Freshdesk are getting marked as SPAM at the recipient's end. To avoid such cases, we request you to kindly configure DKIM for the email domains that use Freshdesk Server. I'm adding a few articles here that might help you for better context.

Email Delivery in Freshdesk: https://support.freshdesk.com/en/support/solutions/folders/273389

You can follow the steps mentioned here in setting up DKIM. In case you have any queries, we would be happy to help:)

Yeah, that’s frustrating! Had a similar issue before, turns out some filters were blocking it. Maybe check if plant sumo whitelisting rules help in Freshdesk?

1. Check Your Spam Folder Settings – Ensure that Freshdesk has permission to fetch emails from the spam folder. Some email providers restrict third-party access to spam-marked emails.

2. Whitelist the Support Email Address – Add your support email to your email provider's safe senders list to prevent messages from being flagged as spam.

3. Verify Freshdesk Email Configuration – Make sure that your support email is correctly set up under Admin > Email in Freshdesk. If forwarding rules are misconfigured, some emails may not reach Freshdesk.

4. Adjust Spam Filtering Rules – Review any spam filtering rules in your email provider that might be marking valid support emails as spam and adjust them accordingly.

5. Use Freshdesk’s Email Parsing Logs – Check Freshdesk's logs to see if the emails are being received but not processed, which may indicate filtering issues on Freshdesk's end.