FAQ content

Tickets: Help to prevent legitimate tickets from being marked as spam

In this article

What causes a ticket to be marked as spam?

Ever wonder what separates the spam from the ham? In a nutshell, here's how the spam is made:

  1. Each email message that's received by LibAnswers is first passed through our email provider's anti-spam platform, which uses a number of tools to check that a message is not outright spam (e.g. spam block-lists and anti-spoofing validation).
  2. Our servers also do a content check, which basically asks, "How does the content of this message compare to the content of other messages?" For example, if the word "foobar" appears in 100 spam messages and only 10 legit messages, then emails containing "foobar" will more likely be marked as spam in the future. This scoring is adjusted as users (such as yourself) mark tickets as spam or not spam.
  3. If the sender's email address or domain name have been added to our trusted sender list, however, those messages will always bypass spam -- no matter how spammy they're determined to be.

What can I do to prevent false positives?

The LibAnswers spam filter is adaptive, meaning it learns as customers mark tickets as spam and not spam. If a legitimate ticket incorrectly ends up in your spam, please remember to mark them as not spam to increase the odds that similar tickets will not be treated as spam in the future.

Can we always allow tickets from specific addresses or domains?

If you are receiving persistent false positives from a particular email address or domain name, these can be added to the LibAnswers trusted sender list. This list is maintained by Springshare, so please contact the Springy Support Team and we'll be happy to assist you.

Please note that we may not be able to add certain domain names to our list. For example, although a lot of legitimate tickets can be generated by gmail.com or outlook.com accounts, they are also the source of a high volume of spam email. In these cases, we will only be able to add specific addresses to our list.

When requesting to add a domain to our trusted list, please keep in mind that a domain must match exactly in order to be identified as trusted. For example, if we add springyu.edu to our trusted sender list, it would not also apply to students.springyu.edu. Therefore, please be sure to provide us with all domains and subdomains that you would like to add to the trusted sender list.