What to do when my sent mailings bounce in SuperOffice Online or I get many bounce messages in SuperOffice Service?

Updated on 29 Dec 2023

After sending out a Mailing from SuperOffice CRM Online, I have noticed that many recipients of the mailing have a status "Bounced". At the same time, I noticed a problem in SuperOffice Service. Most of the emails we send cause a bounce message, and our replies do not reach our customers.

Why is this happening and how can I resolve it?

Every CRM Online customer with access to the Marketing and Service modules receives the mailing service provided by MailGun and receives an e-mail account for SuperOffice Service in the form of "customer@domain.suocrm.XX" (.eu or .com).

Customers will often use their own email addresses to send emails (mailings or replies to cases in Service). When this is the case, the recipient's e-mail server may recognize these messages as spam, because the domain of the sender's e-mail address is different from the real domain of the e-mail address (provided by SuperOffice) that sends out the e-mail.

For example, if you use your e-mail address in the From field in SuperOffice Mailings or you use your e-mail as the Default "from address" in the SuperOffice Service setup, the recipient's e-mail server will see that the mailing or e-mail is sent from "E-mail@customer.suocrm.com" domain, but the "from" address is different, ie it contains a different domain name. This can lead to your message being identified as spam, and therefore the emails are categorized as spam.

To avoid the above situation not affecting your messages, we suggest creating a so-called record that allows the SuperOffice Online MailGun service to send messages on behalf of your domain. This is done using SPF records.

You will need to create a database in the DNS for your domain "@ [yourdomain] .com" which confirms that the SuperOffice SMTP server is a trusted sender for "@ [yourdomain] .com".

The TXT record that must be added is "v=spf1 include:_spf.online.superoffice.com ~ all".

Note! This should be done by your IT manager, your email server administrator, or someone who manages DNS for your domain.


More information:

Docs: Set up SPF

Google recommendations for their service, go to About SPF records

FAQ: What to do when the newsletters get blacklisted after sending them out from SuperOffice Mailing?

In this article