Handling spam

Note: During our maintenance window on 29th October 2024, an enhanced Spam filtering solution was deployed within Puzzel Case Management. This new solution works by assessing inbound emails against multiple mainstream spam filtering vendors, generating a combined Spam score to improve the identification of potential spam.

Spam Detection and False Positives

The new system is calibrated with a high Spam score threshold, far less strict than typical filters applied in personal email services like Gmail or Yahoo. However, this improvement may cause some customers to experience an increase in false positives. If you have noticed more emails being flagged as spam, it is likely due to Spam detection rules you have configured with specific actions in response to Spam flags.

Below are several options to adjust for and manage Spam handling effectively:

Configuration Options to Manage False Positives

1. Using Microsoft Graph API to Retrieve Emails - Help Guide

The most effective method for managing spam is to use the Microsoft Graph API to retrieve email from Microsoft mailboxes. Since Microsoft typically identifies and moves spam emails to the ‘Junk’ folder, and Puzzel Case Management does not collect from this folder, this method helps reduce spam within Puzzel Case Management. Periodically checking your Outlook junk folder is recommended to ensure any legitimate emails that may have been misclassified as spam can still be identified and routed as needed.

2. Adding Exceptions for Repeated False Positives 
(This can be used in addition to option 1, or when routing mail into Puzzel Case Management with a redirect rule)

For cases where particular senders’ emails are repeatedly misclassified, you can configure exceptions in your Spam rules. Examples include:

• Setting a condition where Spam Flag - Is Set with Requester Email - Does Not Equal - example@customer.com for specific trusted senders.
• For broader exceptions, consider a Group Condition:

ANY Condition
Requester Email - Is Not Equal To - example1@customer.com
Requester Email - Is Not Equal To - example2@customer.com
Requester Email - Is Not Equal To - example3@customer.com

• Ensure the 'Stop Checking Further Groups' option is unchecked to allow further evaluations within the rule set.

Next, add a rule within the Group Condition as follows:

• Condition: Spam Flag - Is Set

Example Actions:

• Assign Team: Junk
• Set Priority: Junk
• Update Status: Resolved

3. Disabling Spam Detection Rules
If you'd prefer the previous spam behaviour, you can disable your Spam detection rules entirely:

• Go to Settings → Productivity → New Ticket Rules → Email
• Look for conditions set with 'Spam Flag is set' and disable them as needed.

Recommended Actions for Spam-Flagged Messages

For spam-flagged emails, you may wish to assign handling actions as follows:

• Set Team: Junk
• Set Priority: Junk
• Set Status: Resolved

Understanding False Positives

False positives may be due to poorly configured DNS records for the sender’s domain, impacting SPF, DKIM, or DMARC authentication. This is common in webform submissions, which may use open-source mail relays with minimal configuration. If webform emails are being flagged as spam, consulting the teams managing these forms for adjustments can help.

For further technical insights, you can view Message Headers from the ticket timeline:

• Timeline Options → Show Message Headers
  This reveals classifications, including the Spam status and score, e.g., X-Spam-Status: Yes, score=9.5.

We recommend exploring these options to ensure optimal Spam filtering tailored to your organisation's needs. If you have further questions, please contact our support team for assistance.