Ticket Interactions from Ticket - E-mail SPAM

[former_member693365]

I am experiencing an ongoing issue that I cannot seem to resolve and would like some advice or guidance:

1. When I interact with customer via the Cloud for Service Customer support ticket, my e-mail interactions with customers go to SPAM

2. It appears that the issue is caused by the "via" my.xxxxxx.mail.crm.ondemand extension in the email.

The confusing part is that all other e-mails done through campaigns work fine, but only when they come from the ticket interactions

[nish_murthy · Accepted solution]

Hi wdaniels_satisloh,

Seems like the SPAM filter at the customer side is categorizing the mails as Spam.

SAP offers DKIM based signing to overcome these kind of issues. It is advised to activate DKIM for your domain.

What is DKIM?

DKIM stands for Domain Key Identified Mail:

It allows senders to associate a domain name with an e-mail message, thus allowing validation for its authenticity.

DKIM based signing adds an encrypted unique signature to the header of all outgoing messages. Email servers that get signed messages, use DKIM to decrypt the message header, and verify the message was not changed after it was sent, thus preventing mail spoofing.

The activation of DKIM signing is done for customers upon request, and it would need to be configured on a per domain basis by SAP Support.

SAP Support would generate a private key and provide the customers the DKIM public key values & string that need to be added to their public DNS records.

DKIM ensures that the e-mail was really sent on behalf of a domain.

Advantages of DKIM Signing for E-Mails:-

1. Implementing DKIM will improve email deliverability
2. Prevents from E-mail spoofing
3. Makes mails trustworthy

You can raise an incident with SAP Support requesting DKIM activation for outgoing mails. Kindly keep the incident subject as 'Request to enable DKIM for Business Mails'.

Kind Regards,

Nishanth