Review these steps to quickly diagnose and resolve any issues with email deliverability
Thousands of organizations worldwide trust Spidergap for their 360° feedback needs. While our emails typically arrive without delay, there are instances where they might not reach you as expected, often due to stringent email filters.
Your first step is to check with that IT team have followed these proactive steps to set everything up. Occasionally, despite these best efforts, issues may still arise. If your organization encounters any hiccups when receiving emails from Spidergap, you and your IT team can take the following steps to diagnose and resolve the issue quickly.
Inspect junk/spam folders:
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Instruct team members to check their Junk/Spam folders for any emails mistakenly routed there.
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Should Spidergap emails be found, mark them as 'Not Junk' or 'Not Spam', and add app@spidergap.com to the safe senders' list.
Review email security gateway:
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Have the IT team examine the security gateway logs (Eg. Barracuda) to determine if Spidergap emails are being blocked or filtered.
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Look for any rules or configurations that could be causing legitimate emails to be flagged.
Track engagement:
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Verify that team members are engaging with the emails — opening them, clicking through, and not marking them as spam. Lack of engagement can affect deliverability.
Collaborative Solutions
Liaise with the email service provider:
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If initial checks do not resolve the issue, contact your email service provider. They can offer insights into any wider delivery issues and suggest solutions.
Reach out to us:
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Reach out to support@spidergap.com with specific examples of delivery issues. Providing details such as timestamps and error messages to help us support you and your IT team to diagnose and resolve any problems.