We use SpamAssassin servers for spam filtering, this is the industry standard and we use the recommended rules that are updated nightly by SpamAssassin and the community. We also use a real-time domain blacklist lookup service to help improve accuracy. Every new email (not replies) that come into Teamwork Desk are run through our Spam servers. If they score over the threshold, they will be marked as Spam and added to the Spam folder in your inbox, rather than as a New ticket.
If you're interested in the technical details behind how we built out our Spam servers to handle the millions of emails we receive, we have an Engine Room blog post about it.
We are constantly improving this filtering to make sure that it is as intelligent as possible, but you can take steps to ensure that you avoid false-positives. Here are some of the things you can control:
- Moving tickets in and out of Spam helps "train" the spam filter to treat similar messages correctly in future.
- You can whitelist or blacklist emails by domain, address or subject through Company Settings > Spam Control (More details in the article How can I whitelist or blacklist a sender?)
- You can check the Spam folder regularly as no spam filter is perfect and there is always a chance genuine emails can mistakenly get flagged as spam.