Looking for feedback on why E-mails from Online Express go to our Junk Folder.

NiCole Anderson

Looking for feedback on why E-mails from Online Express go to our Junk Folder. Anyone find this to be a problem?

Jodi Beznoska

Every time. On test and live emails, but sometimes it goes to Junk, sometimes not. What's really puzzling is when testing, sometimes one version of the test will go in junk, one won't, with the same subject line and very few copy changes. 



I don't know what to do about it, alas. But it definitely makes for some challenging conversations with executives ie: "if it goes to junk on OUR OWN SYSTEM, how do you know it doesn't go to junk on everyone else's?"  



Jodi 

 

Marissa Flynn

We were having a similar issue at first, and had to resolve it with out IT Department. We have very high spam filters and it simply was filtered by them. They did some magic on their end (and forced the email system to recognize the sender as safe) and we haven't had an issue since then.



Most personal email addresses don't have such high spam filters, so it is not likely going to spam for our constituents. But obviously there is a chance. 

Mary Weaver

There are a couple of free spam-testing services you can use to see what about your e-mail message is causing it to be perceived as spam.



This is the one I've used most: https://www.mail-tester.com/



The results are quite specific, and often you can take steps to reduce the spamminess of a particular message.



Mary

Teresa Rice

Marissa Flynn:

We were having a similar issue at first, and had to resolve it with out IT Department. We have very high spam filters and it simply was filtered by them. They did some magic on their end (and forced the email system to recognize the sender as safe) and we haven't had an issue since then.


Most personal email addresses don't have such high spam filters, so it is not likely going to spam for our constituents. But obviously there is a chance. 

Do you know what "sender" they added to the email system's safe list?  I update the Online Express emails to come from me, with my company email address in the return field. When I send a normal emal to everyone from Outlook, it does not go to junk. But when I send out an emailf from me via OE, it goes to junk. I don't know what email address to tell IT to add to the safe senders list.

Jen Claudy

We had this problem, as well.  Out of ~140 staff email addresses, an average of 40-45 were receiving messages, and not the same 40-45 people, either.  BB Support asked if we used Barracuda, which I recognize that name from our VPN system.  Sent me a link to a KB Solution, which I forwarded to IT, and problem resolved.

Jen Claudy

From my Support Chat Transcript (sorry I didn't think of this when posting my comment earlier)...

List of IP addresses to add to your internal settings and this should let the e-mail come through: https://kb.blackbaud.com/articles/Article/41347
Barracuda: https://kb.blackbaud.com/articles/Article/59000

Teresa Rice

Thanks Jen...you rock! :-)