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Our clients report that mail coming from FreshDesk arrives as SPAM

  • 27 February 2019
  • 3 replies
  • 378 views
S
Rank

Hello,


Some of Our clients report that mail coming from FreshDesk arrives as SPAM.


When they check the DKIM settings they same not to be configured appropriate and FreshDesk is also blacklisted with some anti-spam providers.


Can this please be fixed?



freshdeskdkimerror_39359.pngfreshdeskblacklisted_39359.png

Aldrin 2 years ago

@sander.eek If the emails or replies to tickets from Freshdesk are being directed to the Spam folders of the customer's mailbox, you can enable the feature called DKIM to avoid such instances. 

Make sure to set up DKIM on your Freshdesk account so that your outbound emails can be verified and won’t be marked as spam by email filters. These settings can be accessed on Admin → Email → Advanced Settings → Configure DKIM.

You can read more about sending digitally signed emails with DKIM here. Hope this helps.

Best!

Aldrin
Freshdesk Community Team

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3 replies

A
Rank
Userlevel 2

@sander.eek If the emails or replies to tickets from Freshdesk are being directed to the Spam folders of the customer's mailbox, you can enable the feature called DKIM to avoid such instances. 

Make sure to set up DKIM on your Freshdesk account so that your outbound emails can be verified and won’t be marked as spam by email filters. These settings can be accessed on Admin → Email → Advanced Settings → Configure DKIM.

You can read more about sending digitally signed emails with DKIM here. Hope this helps.

Best!

Aldrin
Freshdesk Community Team

S
Rank

Hi, we have implemented this. What we saw however is that check of the SPF record went wrong. Message Headeder Analyses revealed that the SPF records should include an IPv6 address, but that is continously changing. Cheers, Sander.

 
A
Rank

@sander.eek Please navigate to Admin>>Email>>Advanced Settings>>Configure DKIM and ensure that the records updated match the records at your DNS end and are in the verified state. Do feel free to write to us at support@freshdesk.com if you have issues with the same so that we can sort it out immediately.
Cheers!
 

Ashwin Nethaji - Freshdesk Community
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