Notification Jira : junk message

[EDo - BoT]

Hello,
I am having a serious problem with emails sent by Jira.
90% of customers receive messages in their junk mail. the message being considered spam.

Could you help me solve this problem ?

Thank you

[Michael Green]

Still getting this issue :(

[Mirek]

That is interesting. There might be something that is sent in the notification itself or there are too many messages. Anyway key question is when this start to happen.. Was this recently? (You customers started recently to get this moved into spam)

If so then there might be some change on the Jira Service Desk Cloud side that trigger that. Since those are (I guess) different customers with different policies then I think this is not a spam filter on their side.

How about you when you get a notification? Did you do a test? Maybe you can add a test user and check if notifications triggered by you are also moved to spam.

You can also ask you customers what kind of messages are landing. Are those all outgoing notifications or maybe only specific (like mention, comment or .. else)

[EDo - BoT]

Hello, thank you for your answer.
this has been happening since the beginning (I have been a Jira Cloud customer since August 20, 2019.)
I did the test, and I also receive the messages (reply, notification etc) in the spam folder.

Regards

[Mirek]

What kind of mailbox is used? Those are Microsoft, Gmail, .. ?

Maybe you can look at this issue

https://jira.atlassian.com/browse/CLOUD-5377

[EDo - BoT]

The customers have Gmail addresses, Microsoft etc.

however, I have to declare the SFP

"v=spf1 include:_spf.atlassian.net include:_spf.google.com include:spf.protection.outlook.com -all"

:(

[Tom Foxwell]

I have been noiticing this as well in Gmail. I also have DKIM and SPF records setup and verified correctly. From what I can see DKIM and SPF checks actually pass but DMARC fails.

[Tilak Kumar]

@Tom Foxwell  Even i have the same issue did you find some fix for this ?
Thanks 

[Ellen Cross]

We are also having this issue, Service Desk customer emails are going into Junk folder or are not getting to their destination at all. Atlassian, please help.

[Tilak Kumar]

Try to check this out 

https://community.atlassian.com/t5/Jira-Service-Desk-questions/After-changing-to-custom-domain-for-email-delivery-mails-were/qaq-p/1427901#M56707

[Tom Foxwell]

@Tilak Kumar We were able to get around this issue to receive internal emails in Gmail in a similar way to how you mentioned. However hardly a satisfactory solutions for customers.