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  1. Jira Service Management Cloud
  2. JSDCLOUD-8592

Service Desk customer notifications are being marked as SPAM

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      Issue Summary

      Customer notifications about tickets are going directly to SPAM.

      Steps to Reproduce

      1. Create a Service Desk ticket and make sure it has a request type on it;
      2. Comment for customer on the ticket;
      3. Check the SPAM inbox of the mailbox.

      Expected Results

      The customer notifications arrive at the inbox.

      Actual Results

      Customer notifications are going directly to the SPAM inbox.

      Workaround

      Whitelist all the Atlassian Domains and IPs in this doc: Atlassian Cloud IP ranges and domains.

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            [JSDCLOUD-8592] Service Desk customer notifications are being marked as SPAM

            Nick Bartlett added a comment -

            Thanks a lot!

            Nick Bartlett added a comment - Thanks a lot!

            Brian Doidge added a comment -

            Hi nbartlett1 (and everyone else),

            We have migrated our email routing to a different and more trusted IP range, which has reportedly solved the issue. The migration took a little time, and is now complete.

            If you need any assistance at all, please feel free to raise a new Support Ticket (https://support.atlassian.com/contact/) and we will help you better from there. If you have any further questions let us know as well, we'll be happy to assist you.

             

            Best regards,

            Brian

            Brian Doidge added a comment - Hi nbartlett1  (and everyone else), We have migrated our email routing to a different and more trusted IP range, which has reportedly solved the issue. The migration took a little time, and is now complete. If you need any assistance at all, please feel free to raise a new Support Ticket ( https://support.atlassian.com/contact/ ) and we will help you better from there. If you have any further questions let us know as well, we'll be happy to assist you.   Best regards, Brian

            Nick Bartlett added a comment -

            Any update?

            Nick Bartlett added a comment - Any update?

            Nick Bartlett added a comment -

            Any update?  It's a critical bug that we reported a month ago.  We can't use this software if a large percentage of emails to our customers are not being received. 

            Nick Bartlett added a comment - Any update?  It's a critical bug that we reported a month ago.  We can't use this software if a large percentage of emails to our customers are not being received. 

              bdoidge@atlassian.com Brian Doidge
              esantos@atlassian.com Eduardo Santos
              Affected customers:
              8 This affects my team
              Watchers:
              19 Start watching this issue

                Created:
                Updated:
                Resolved: