custom domain verified and email setup, but notifications are always flagged as spam

Question

Hello !

We've set up and verified our domain with Atlassian and set up our customer email notifications to becoming from support@tassl.com, however in testing these notifications, they ALWAYS end up as spam.

We are concerned this will also happen for our customers.

We get email warnings in gmail saying that atlassian has not been verified to send mail on behalf of our company, however, we have followed all the steps lists for updating the records on our DNS.

Please advise on how to fix this!

Melissa_9fs6im · Answer

Hi Angelica -

Thanks for the response! I will add them to our whitelist and see if that fixes it. Also, we did do a test account for a customer and also tested it with 2 of our current customers, which also sent it to spam. Will they have to do that as well? It might be a lofty request to get them to do, unfortunately...

Angélica Luz · Answer

Hello Melissa,

Usually, when emails are flagged as spam, it's necessary to whitelist all our domains to make sure that nothing will block the notifications.

Please, ask your IT manager to whitelist the domains below:

Atlassian Cloud IP ranges and domains

Allow these domains for Atlassian Cloud and related services:

https://*.atl-paas.net
https://*.atlassian.com
https://*.atlassian.io
https://*.atlassian.net
https://*.jira.com
https://ajax.googleapis.com
https://cdnjs.cloudflare.com

Related to the customer notifications, it probably won't happen but it would be good to test. Can you create a customer with a test account? It can be Gmail, for example. Then create a test ticket with this account through email or the portal and check if this test account will receive the notifications correctly.

Please, give it a try and let us know how it goes.

Regards,
Angélica