Knowledgebase
False Positive and False Negative Reporting

Ticket Creation

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:

Creating a ticket
Updating a ticket

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. 

Incoming False negatives are messages that come through our system that passed our anti-spam filtering. This is an annoyance to end-users and should be reported to ensure that the message(s) are not seen again. Again, support will need a copy of the original message.

 

Reporting FP/FN as an admin (only Admins can see this option):

  1. Go to the Logs
  2. Search for this message (again)
  3. Click the detail/view button
  4. Press the "Report as ..." (False Negative - spam/False Positive - not spam)
  5. Fill out the information on the next page.
  6. Submit.
  7. If you would like to check the status of the reported message(s) please open a ticket with the permalink(s)

*NOTE:

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

 

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