Mail from other client's ticketng system rejected

Question

We got an issue with mails coming from other client's ticketing systems, we dont know why but it gets immediately Rejected as it flags them as an "automated response" (as shown in the first screen).

We had to go and manually allow some of those mail adress.

Is there other ways to allow them or "remove" the filtering.

Service Desk 1 · Answer

Is there a way to avoid adding very single address to allow list? 
Is there a way to disable the filtering?

Rilwan Ahmed · Answer

While adding domain name, do not give the email address. 
Example: for XXXXX.XXXXXX@guest.aceaspa.it, the domain name should be mentioned as "guest.aceaspa.it"

This will allow any emails from @guest.aceaspa.it.

Rilwan Ahmed · Answer

Hi @Service Desk 1 ,

Welcome to the community !!

To avoid the rejection of the emails sent from your customers, you need to add their domain to the allowlist. Messages received from domains in the allowlist are never filtered out, regardless of the content of the message. Add trusted domains to the allowlist so you'll always receive their messages.

To add a domain to your allowlist in a company-managed project:

* From your service project, go to Project settings > Email requests.

* Select More (...) > Manage allowlist.

* Select + Add domain name.

* Enter the domain name (do not include @).

* Select Save.

To add a domain to your allowlist in a team-managed project:

* From your service project, go to Service project settings > Channels > Email.

* Select More (...) > Manage allowlist.

* Select + Add domain name.

* Enter the domain name (do not include @).

* Select Save.