Why are email replies from Service Desk (Service Management) ends up in SPAM (customer side)?

AA_PH February 8, 2021

We defined an email in service management

used sample customer emails to email to it

when we reply using service management

it goes to SPAM - on customer side

1 answer

1 accepted

0 votes
Answer accepted
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 8, 2021

This would be the spam filter on the customer’s side. The customer needs to whitelist the email address,

AA_PH February 8, 2021

Thanks Jack. But we tried in several sample "customer email" and all went to spam.

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 8, 2021

There is no "but" here.  Your customer needs to stop flagging valid emails as spam.

It's not Jira doing this, it doesn't even have any (anti)spam functions.  Your client needs to fix their spam filters.

AA_PH February 8, 2021

Hi Nic, what I mean here is... we've tested to several emails/various email provider (gmail, yahoo, icloud), all went to SPAM/JUNK.

JAquino February 10, 2021

Following.

Laura_dierker June 6, 2021

What I found out is that because customers are seeing your name when they receive an email , they sometimes don't notice the proper email address with jira@companyname.atlassian.net.  

This is what they need to allow-list.  Perhaps that will help? 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events