PLEASE NOTE: These forums are no longer utilized and are provided as an archive for informational purposes only. All support issues will be handled via email using our support ticket system. For more detailed information on this change, please see this blog post.

form emails marked as spam

  1. The form page is

    The submissions from my Gravity form are sent as emails to the Zendesk support system where they become support tickets. The problem that I've been having is that Zendesk marks these emails as spam. I've contacted Zendesk and their reply is below. From all these suggestions, whats the best way to keep the form submissions from being marked as spam?

    The suspended tickets view is currently an essential and intrinsic part of Zendesk. Tickets get suspended not just because they're flagged as spam but for many different reasons. Unfortunately, we can't disable it for your account nor do we provide a way to whitelist tickets beyond whitelisting email addresses and/or domains as described in though even this won't prevent suspension in some cases.

    We're working, more long term, to reduce the frequency of suspended tickets via some new features we hope to roll out but, for now, you need to be checking suspended tickets regularly.

    That said, there are still a few things you can still do to help reduce the frequency of the tickets from your web form getting suspended:

    Don't use email with your web form. We provide an API that allows for authenticated ticket creation. This would bypass suspension completely and is the method we strongly recommend for processing web form submissions. See for information about creating tickets on behalf of end-users specifically. You could create a server-side script (using PHP, Ruby, Perl, ASP, or whatever else you're comfortable with) to take the form output and pass to Zendesk via the API rather than a mailer.

    You could also use the feedback tab instead of a custom web form. Though you don't have as much control over the feedback tab, it doesn't use email to pass tickets and thus isn't as prone to suspensions.

    You can resolve the problems with the emails being generated by your web form that are causing the messages to get suspended. The example email you provided was flagged by our anti-spam filters for the following reasons:

    1.8 - HTML_IMAGE_ONLY_08 - BODY: HTML: images with 400-800 bytes of words
    1.1 - MIME_HTML_ONLY - BODY: Message only has text/html MIME parts
    1.0 - FORGED_YAHOO_RCVD - 'From' does not match 'Received' headers
    0.6 - HTML_MIME_NO_HTML_TAG - HTML-only message, but there is no HTML tag
    0.2 - FREEMAIL_REPLYTO_END_DIGIT - Reply-To freemail username ends in digit (krystals20[at]

    Each of the reasons listed above is associated with a number of points (e.g. 1.8, 1.1, 1.0, 0.6, and 0.2) that denotes the likelihood that the message might be spam. When the total exceeds a specific threshold, the message is flagged as spam.

    In the case of your form-generated emails, these reasons can be separated into two groups:

    Issues arising from the fact you're spoofing the sender's email address (this is what spammers sometimes do)
    Issues arising from the fact the email body isn't properly constructed (also a common hallmark of spammers)
    If you were to tweak the body of the email message being sent by your web form, you'd be able to reduce the spam score by nearly 3 points which would be enough that the messages wouldn't likely be flagged as spam. In particular, I'd recommend removing the image tag (which isn't displaying correctly anyways) and then properly including both a plain-text component and an HTML component in the email. PHPmailer probably has methods for easily doing this, though you'll need to explore that further.

    Posted 9 years ago on Monday October 1, 2012 | Permalink
  2. From their response, it looks like there are a lot of things you can do. One super simple one would be to use text instead of HTML. You can set that using the gform_notification_format filter:

    That might take care of it right off the bat.

    Posted 9 years ago on Monday October 1, 2012 | Permalink
  3. Thanks. Do I put the PHP code in the email body?

    Posted 9 years ago on Monday October 1, 2012 | Permalink
  4. The PHP code is added to the functions.php file of your active theme. Please see here for an explanation:

    Posted 9 years ago on Monday October 1, 2012 | Permalink
  5. thanks. one more question. I'm not a programmer. Do I insert this code exactly or do I substitute "text" for one of the stings?

    add_filter("gform_notification_format", "set_format", 10, 4);
    Posted 9 years ago on Monday October 1, 2012 | Permalink
  6. That code won't do anything by itself. Do you want to change the admin notification, the user notification, or both, to text? This code will change the admin notification to text instead of HTML.

    add_action("gform_notification_format", "set_notification_format", 10, 4);
    function set_notification_format($format, $notification_type, $form, $lead){
        if($notification_type == "admin")
            return "text"; //setting admin notifications as text
            return "html"; //setting user notifications as text
    Posted 9 years ago on Tuesday October 2, 2012 | Permalink
  7. alex.b


    Got a similar enquiry, this post was the closest to it.

    I need to send a multi-part email in my notifications. My html enotification mail shows the html code in plain text email readers, looks really bad.

    I'm not a coder at all. What can I do to send multi-part notification emails from GravityForms?


    Posted 9 years ago on Saturday October 27, 2012 | Permalink
  8. Multi-part emails are not currently supported by Gravity Forms. You can choose between sending plain text or HTML email at this time.

    Posted 9 years ago on Sunday October 28, 2012 | Permalink