Non-spam messages getting tagged as spam

Sam Bashton's Avatar

Sam Bashton

17 Apr, 2009 01:34 PM

We're having a problem with a lot of customers support mails getting incorrectly tagged as spam.

Could you give us an option to disable spam checking?

  1. 1 Posted by Will on 20 Apr, 2009 09:31 PM

    Will's Avatar

    Hey Sam, we sincerely apologize about the overzealous spam filtering as of late. We are working on a solution for this.

  2. 2 Posted by System on 20 Apr, 2009 09:32 PM

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    This discussion was assigned to ticket 338.

  3. 3 Posted by mike on 23 Apr, 2009 04:52 PM

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    This is happening to me, also. Usually when they have many links or are forwards of forwards from within the company.

  4. 4 Posted by Will on 23 Apr, 2009 07:48 PM

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    We recently deployed a tweak for trusted users, once they have a set number of valid posts they will bypass spam checks.

    We're still working on reducing the number of false positives, but this should decrease how much time you will need to continuously check your spam folder.

  5. 5 Posted by rick on 23 Apr, 2009 07:57 PM

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    BTW: the number of valid posts is 3. Once they have 3 non spam posts, they won't go through the spam filter. We'll be adding an option soon to disable the spam filter for a whole Tender Site, however.

  6. 6 Posted by Chris Nagele on 27 Apr, 2009 08:54 PM

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    This is related to another cases, but I just found this one as well. We missed about 29 support cases over the weekend and end of last week due to legitimate emails going to spam. We really need to figure out how to turn this off for our account.

    Chris

  7. 7 Posted by Will on 27 Apr, 2009 09:04 PM

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    Hey Chris, we encountered a pretty bad run-in with the spam filtering getting overzealous this weekend. We're currently working on it now and will post an update on our blog, http://hoth.entp.com with the details as soon as we have it sorted out.

    We sincerely apologize for the inconvenience, we were not fully notified about this until just a short while ago.

  8. 8 Posted by Natalie on 27 Apr, 2009 09:05 PM

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    Rick, does the trusted sender only work for those who are logged into Tender? I had a customer get blocked on their 4th communication to us.

    Natalie

  9. 9 Posted by rick on 27 Apr, 2009 09:12 PM

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    Yes... if they don't have an actual user profile, we have nothing to track their trustworthiness.

  10. 10 Posted by Kyle Neath (Git... on 29 Apr, 2009 08:01 AM

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    We're recently deployed a patch to help some people where spam has been overzealous: you can disable Tender's spam filtering for email. This option is now available under Site Settings. I would not recommend it unless you are implementing your own spam-filter (say forwarding emails from Gmail), as it can lead to a floodgate of spam coming in.

  11. Kyle Neath (GitHub Staff) closed this discussion on 29 Apr, 2009 08:01 AM.

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