Kayako has a Spam Filter to help reduce spam generated conversations. If the Spam Filter catches an email, you can find it under the Suspended View.
For more information on type of emails that are reviewed by the Kayako Spam Filter, refer to Handling Suspended Messages.
Additionally, you have the option to allow desired e-mails ( e.g.
no-reply@your_email_server.com ) past the filter and create a conversation. Below you will find the information on how to achieve this.
To allow a sender pass the Suspended Messages, you can add their email address or domain to the Safe List. To achieve this, follow the below instructions:
Sign in to Kayako's Agent area.
Navigate to the Admin area.
Under Security, click on User Registration.
Add the email or domain under Email safelist.
New emails sent from the email address that you have added in the safelist will now go to the Inbox view instead of Suspended View.