Osticket replies to Gmail and Hotmail (for now) go to SPAM folder

stoneh

Hello,
my OSticket 1.17.1 is getting the replies that agents produce shown under GMAIL and Hotmail Recipients Spam/Junk Folder.

We are using a internal relay as SMTP with SPF , DKIm and DMARC but even if we use office 365 smtp settings with the Orignal Oauth-Microsoft config, the issue persists.

If we under the machine where is osticket, via telnet send an email, the same is delivered on the recipient's inbox folder.

So we deduce the issue is not the smtp server (internal or office365), but something under OSticket itself.

Can some one help us?

We are a bit lost for the moment.

KevinTheJedi

stoneh

Sounds like SMTP is failing. Can you check your Admin Panel > Dashboard > System Logs for any Mailer Errors?

We do have an Email Guide here:

https://docs.osticket.com/en/latest/Getting%20Started/Email%20Settings.html

... as well as a full step-by-step guide on how to configure Modern Authentication for O365 emails here:

https://docs.osticket.com/en/latest/OAuth2/Microsoft%20Authorization%20Guide.html

Cheers.

stoneh

Hi Kevin,

Oauth seems to be fine , since we are getting the emails from our clients.
However we do not use Oauth for outgoing emails, but an internal smtp . This one is declared in every mailbox as outgoing server.

Under the System logs. we find some entries with the following message:
"Unable to send outgoing email, using php function. Unknow error".

We are really lost.

Our investigation shows that an email message sent by osticket does not show under GMAIL the DKIM flag/value.

KevinTheJedi

stoneh

Then it’s failing to send via SMTP. Check your mail server logs for any errors. You can also try saving changes on the email config to make sure it’s still saving successfully.

What is your SMTP info?

Cheers.