Auto response and ticket replies going to Junk folder?

[UH-Matt]

We upgraded from 2.3.5 to latest 3.x yesturday and since then our ticket submission auto response, and ticket replies are going straight to peoples Junk folder in hotmail.

Whats changed to cause this?! How can we stop it occurring?

[Brent]

Pretty sure the cause is usually that someone somewhere decided that ticket responses are JUNK and you are now being flagged...

Or the Subject line changed to something that is now being flagged.

The scary part these days is when someone flags these tickets even by accident and the system is based on a community style spam application it can block all users of that program from seeing the ticket replys or even emails..

[UH-Matt]

Yes but I think there is more to it somehow, as it was fine on the old version (for years and years) and only since upgrading to the new version has this started occuring. Maybe something changed in the headers or configuration of how email is sent from Kayako..

[Brent]

Are you hosting this on your own server?

[UH-Matt]

yes we are.

[Brent]

Well that is more interesting....

And from what you can tell its only hotmail accts that are effected?

Do you happen to have a test email that went to a hotmail acct where you can get the email header info....

or have you tried opening a hotmail acct and testing this..

Is this a client that is complaining about it or is it just everyone with hotmail...

I have to say this thou - I had this issue with one of my email servers and AOL - what a nightmare it was to clear it up... but that was becase AOL uses a terrible Spam / abuse methodology....

But this sounds more like a header issue that is triggering the problem..

Thou the only way to know is try it on multiple hotmail accts that have different spam settings..

[CSNM-Carl]

Also having this problem now after using SupportSuite v3 since it launched never had the problem before. Auto responders and Ticket replies going into junk folder at Hotmail/MSN, mail server isn't blacklisted, SPF is set-up correctly.

Tried switching to plain text email and made no change.

Is anyone else having this problem?

[AndyW]

We are getting this too. Lots of email ending up in SPAM (hotmail & yahoo).
Mail server IP is clear.
Cannot find a pattern as yet, seems random.

[UH-Matt]

Glad its not just us.

[Jamie Edwards]

I will talk to the developers and see if there is anything we can do from our end to counter this issue.

[CSNM-Carl]

Thanks Jamie, please let us know what they say. As it's causing lots of problems for us and losing business especially with pre-sales questions.

[CSNM-Carl]

Jamie,

Do you have any update?

[Jamie Edwards]

Hi Carl,

I do not. I'll update the thread when I do, however.

Thanks,

[UH-Matt]

Can you ensure this is given some sort of bug number or serious priority Jamie.

Replies arent reaching customers on hotmail because many people dont check their "junk" folder.

Only common denominator is Kayako 3.

[Jamie Edwards]

Hi Matt,

We have no control over what third parties automatically determine as spam or not spam. I will try my best to run some tests, but we really cannot give this a priority as it is hit-and-miss as to what exactly we should be giving a priority with regards to mail formation.