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

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

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Answer accepted
Jack Brickey Community Leader Feb 08, 2021

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

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

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.

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

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  

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

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