Zendesk classifies ticket from RT instances as spam/automated


We’ve observed that Zendesk classifies emails from RT instances as spam. According to Zendesk in the causes for ticket suspension documentation, messages with “rt-ticket” in the email header are considered automated and placed in the spam/suspension queue.

Is there any way to address this from the RT side?

I guess you could if you really needed to but there’d probably be a few places in the code where you’d need to replace that string with something else (for example: lib/RT/Interface/Email.pm uses it in the references it generates and lib/RT/Action/SendEmail.pm sets a header called “X-RT_ticket”).

Funny thing is our RT gets spammed regularly from Zendesk, so I think of that as a source of automated junk!

1 Like