Q: How does spam filtering work?

A: The HelpDesk application utilizes Mailgun for transactional email, which utilizes Spamassassin anti-spam platform. Spamassassin is always learning new ways to prevent spam, training its filter, and constantly enhancing the system. On our side, we interpret a score that’s given. We have a threshold that denies incoming emails that are above a certain score.

In conjunction with using Spamassassin, Mailgun’s system achieves further spam filtering by checking IP addresses or domain names against common blacklists. The spam checker also looks at email content and subject lines to ensure legitimate messages won’t be flagged as spam messages. The test results are designed to provide the most accurate spam score possible. You can find the results by checking the original message, from the HelpDesk UI.

You should regularly check and clear your spam queue.