Email confirmation of the open ticket marked SPAM

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kyomesquita
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Email confirmation of the open ticket marked SPAM

Post by kyomesquita »

I configure my OTRS to auto reply when OTRS receives an email, this reply contain some auto infos. but the email goes to spam folder from sender
lido
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Re: Email confirmation of the open ticket marked SPAM

Post by lido »

Hi,
The e-mail being marked as spam will most likely have nothing to do with OTRS and most likely with your email configuration or maybe the contents of the auto-reply.

There's also not enough information about what's happening:

Does the auto-reply go into the spam folder of everybody or just one person?
When using a regular reply instead of an auto-reply, does it go through correctly?
Is your e-mail server correctly configured? (SPF and DKIM Records, etc)
Is your e-mail server listed in any email blacklist?
kyomesquita
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Re: Email confirmation of the open ticket marked SPAM

Post by kyomesquita »

lido wrote:Hi,
The e-mail being marked as spam will most likely have nothing to do with OTRS and most likely with your email configuration or maybe the contents of the auto-reply.

There's also not enough information about what's happening:

Does the auto-reply go into the spam folder of everybody or just one person?
When using a regular reply instead of an auto-reply, does it go through correctly?
Is your e-mail server correctly configured? (SPF and DKIM Records, etc)
Is your e-mail server listed in any email blacklist?
Hello

Thanks for the help, follow the answers

Does the auto-reply go into the spam folder of everybody or just one person?
Every one, gmail, hotmail, others company
When using a regular reply instead of an auto-reply, does it go through correctly?
both options goes to spam,
Is your e-mail server correctly configured? (SPF and DKIM Records, etc)
How can I check these options?
Is your e-mail server listed in any email blacklist?
I used ultratools.com and everyone marked it as "Not Listed"
jojo
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Re: Email confirmation of the open ticket marked SPAM

Post by jojo »

I don't think it is an OTRS issue. Please contact your e-mail admin for supporting you to setup everything in a correct way or switch to a fully managed solution
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
kyomesquita
Znuny newbie
Posts: 3
Joined: 20 Feb 2018, 17:59
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Real Name: Caio
Company: Mesquita

Re: Email confirmation of the open ticket marked SPAM

Post by kyomesquita »

jojo wrote:I don't think it is an OTRS issue. Please contact your e-mail admin for supporting you to setup everything in a correct way or switch to a fully managed solution
the person who configured it was responsible for the email here of the company, anyway, our email stays in Office 365, so they are default settings plus a username and password, and the password is correct once it arrives to send the email, but as spam.
jojo
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Re: Email confirmation of the open ticket marked SPAM

Post by jojo »

OTRS does not flag mails as spam. Check the email headers and find out why mailservers are flaffinng it and what mailserver does flag it. Then you can start to solve the issue.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
lido
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Re: Email confirmation of the open ticket marked SPAM

Post by lido »

Is your outgoing email setup correctly configured as SMTP or SMTPS or SMTPTLS and not by using Sendmail?

Check the options "SendmailModule", "SendmailModule::AuthPassword" and "SendmailModule::AuthUser" on index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Core::Email#Setting1031

If you're using the server's own sendmail to send your emails and your server's ip address isn't on your SPF record then it will most likely get marked as spam.

Other than that, the issue is most likely not an OTRS problem as previously stated and something that would have to get fixed by your email or server admin.
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