Comments to customer now trigger "spam"

[Michelle Martin]

We've been using the Jira Service Management as a Help desk for customer support for YEARS. Recently, something seems to have changed.... SOME customers say they don't get the responses we send to their request tickets. Some just never get it, others end up in spam filter. I've checked various automation rules due to the new deprecating legacy webhooks, but all ours were fine but I converted all anyway. Still have issue and not sure what is causing it. Anyone experiencing similar and have some idea what to try next?

[Pedro Olmo]

Hello @Michelle Martin ,

If you haven't disabled any option in the customer notifications, you'll need to check those emails with a mail administrator because they are not being delivered. It could be due to a rule configured to mark emails from certain domains as spam, preventing them from reaching the mailboxes

Regards

[Marc - Devoteam]

Hi @Michelle Martin 

Mail server receiving the email, etc.. can be anything.

Is this all related to the same email domain, or different?

If it's all the same have mail admin check the mailbox config or have policies adjusted on the mail server, etc...