Preventing emails from being labeled as spam

If you are using a shared hosted environment, the emails may land into the SPAM folder when emails are sent using your own email address It is a common scenario on the SaaS platform.

When an email is received at user's end, the receiver's mail server can check whether the host sending the email is allowed to send an email coming from this email address or not. So, if you have set up the SaaS helpdesk as example.GFI and are using as your email address to send emails, then you need to allow the GFI HelpDesk servers' IP to send the emails on behalf of You do not face the issue when the emails are sent from the help desk using the email address support@example.GFI as example.GFI is hosted with us and mapped correctly to our servers' IP addressAn identifier assigned to devices connected to a TCP/IP network..

The SPFSender Policy Framework is an open source equivalent to Caller ID. records must be correctly set up at your end. The SPF (Sender Policy Framework) allows a domain owner to create records in the DNS which indicate definitively about the servers that are authorized to send an email for that domain. If an email claims to be sent from within a given domain, but it comes from a mail server not listed in the SPF data, it can be safely assumed that the email is lying about its source, and it can be rejected as SPAM.

To resolve this:

  1. Set the SPF record allowing the SaaS servers' IP address to send emails on your behalf.
  2. You may check the SaaS server IP address by using the nslookup command, that is, nslookup example.GFI You may also request for the IP address of the related server from support.
  3. If you have your own SMTPSimple Mail Transport Protocol - An internet standard used for email transmission across IP networks. server, you may insert the SMTP access details in the helpdesk: Admin Control Panel > Settings > Email Settings.

For more information on setting up SPF for your GFI HelpDesk account, refer to For more information refer to Using SPF to avoid emails from being marked as spam.