When will you fix the issue of ticket emails not reaching Gmail accounts?

Community Discussion Bug Report
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When will you fix the issue of ticket emails not reaching Gmail accounts? Did you know Gmail is one of the most widely used email clients in the world? It’s frustrating that months have passed, and tickets still don’t work. They either don’t arrive or arrive late. Stop focusing on AI for a moment and fix something as simple as email deliverability.

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still not fixed. Gmail account recieves tickets with 1-2 or even 3 days of delay

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Having the same issue!

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Just checking, Is it still not fixed?

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Hi LEOHDZ,

Thank you for your feedback—we completely understand your frustration. Gmail is indeed a widely used email client, and ensuring timely email deliverability is a critical priority for us.

Our team has been actively investigating this issue and working on improvements to ensure ticket emails are delivered promptly and reliably to all email clients, including Gmail.

Email deliverability can be complex, involving factors like spam filters, domain reputation, and third-party email systems, and this particular challenge has proven difficult to resolve. However, we are making progress.

This week, we’re planning to roll out new notification settings for ticketing, which will give users more control over the emails sent.

Notably, the default settings will no longer send an automatic “we’ve received your ticket” email unless users opt in. This change is designed to reduce unnecessary email backscatter and improve email reliability overall.

Following that, we’ll be implementing behind-the-scenes improvements to help Gmail better recognize that the emails we send are replies to original inbound emails. This should enhance Gmail’s ability to deliver these emails directly to the intended inbox.

In the meantime, have you checked if your domain is configured with SPF, DKIM, and DMARC records? These settings are essential for improving deliverability if you’re using our Remove Branding Add-on.

If you’re not currently using the Remove Branding Add-on, this may be a viable solution, as it allows emails to be sent from your domain instead of ours, which can help improve delivery rates.

We truly value your feedback and will keep you updated as we make progress on resolving this issue.

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