Email end in SPAM on recipient's side

Hi ​@Sylvain Lebel 

Thank you for bringing this up. 

To address the issue of emails being rated as spam by recipients’ providers despite having correctly configured DKIM and SPF:

1. Verify Your Domain Authentication Configuration:

   • Ensure that both SPF and DKIM records are correctly set up for your domain. Use tools like MXToolbox to confirm that all DNS records are published and working correctly.
   • Check if DMARC is configured for your domain. While DKIM and SPF are important, a properly implemented DMARC policy can enhance authentication and reduce the chances of emails being marked as spam.

2. Check IP Reputation:

   • Verify if your sending IP address (used by the Freshdesk server) has a good reputation. Use blacklist-checking tools like Spamhaus or MXToolbox to see if the IP is blacklisted or flagged as suspicious. If it is listed, follow the respective delisting process to resolve this.

3. Content and Frequency of Emails:

   • Review the content of your emails for any language or format that could trigger spam filters. Avoid using excessive capitalization, exclamation marks, or spam-like keywords.
   • Monitor the volume of emails sent within a short time frame, as high-volume email activity might raise spam suspicion.

4. Recipient-Side Factors:

   • Some recipient domains may have aggressive spam filters or specific DMARC policies that could impact deliverability. Consider contacting the recipient’s email provider to clarify and resolve the issue.
   • If possible, ask recipients to whitelist your domain in their mail systems to improve email deliverability.

5. Monitor Email Delivery Status:

   • Review email delivery logs in Freshdesk for any specific error codes or bounce reasons that might indicate the root cause. If errors like “bad reputation” or similar issues appear, escalate them to Freshdesk support for resolution at the server level.

If the issue persists, reach out to Freshdesk Support with detailed information, including error messages, timestamps, and affected recipient addresses, to investigate further.

Thank you