False Positive and False Negative Reporting
Posted by David Szoke, Last modified by Michael Gabbitas on 24 January 2018 03:24 PM
For these processes, we highly recommend providing the details directly in our ticketing system by attachments. Please make sure when submitting, follow these ticketing processes:
False Positive (FP): message that is not spam, but incorrectly being blocked as spam.
These messages could be inbound or outbound. When an outbound message is quarantined, depending on the set-up, either the user and/or admin will be notified. The Support Team will need a copy of the original message being sent. Without this original message, we cannot assist you in sending or receiving this message we will be unable to adjust our anti-spam service for this FP message issue.
False Negative (FN): message that is spam, but is incorrectly seen as a regular email.
Reporting FP/FN as an admin (only Admins can see this option):
If you are using the drop down selection to 'report as..' you can only do this one at a time, you cannot mass select messages and report. This does not work.
Certain messages can not be reported: messages that triggered custom filters or sender lists, and messages that were sent to a non-licensed email address