The Invisible Problem

Your agents reply within minutes, but the customer never sees the response because it landed in their spam folder. They submit another ticket, frustrated. This happens more often than most teams realize.

Common Deliverability Killers

Missing or misconfigured SPF records
No DKIM signing on outbound emails
Missing DMARC policy
Shared IP addresses with poor reputation
Using no-reply@ addresses
HTML-heavy emails with too many images
Trigger words in subject lines (urgent, act now, free)

How to Fix It

Step 1: Set up SPF, DKIM, and DMARC for your support domain. Step 2: Use a dedicated sending IP or a reputable ESP. Step 3: Monitor your domain reputation with tools like Google Postmaster. Step 4: Test deliverability regularly with tools like Mail Tester.

Best Practices for Support Emails

Use a real reply-to address (not no-reply@)
Keep HTML simple and text-focused
Include a plain-text version of every email
Avoid URL shorteners in email content
Send from a consistent, authenticated domain

Monitoring Deliverability

Track email bounce rates and delivery rates in your help desk. If bounces spike or delivery drops below 98%, investigate immediately. Helpzen provides email delivery monitoring out of the box.