Email Client Template Sender Configuration

[Jessica49]

My client wanted MI notifications to come from a different name than the current one. I went to sender config within my email client template and selected "TEXT" and typed in what she wanted to say. I tested this and it did work but goes to spam/junk folders. I now need to explain how to allow this email on their side not go to the junk folder. Any Advice?

[Allen Andreas]

Hello,

You'd have to get with the network admins that control the email server/client with your customer. That is being handled by them, not ServiceNow, and most likely occurs when you try and "ghost" the "From" address. Meaning, you specify a different From email address and are using an "alias" instead.

You'd have to work with them to get it "allowlisted" or whitelisted, for it to most likely not go to Spam/Junk folders. If there are a LOT of emails that come in, their email application may automatically have built in rules also sending it there, instead of their inbox.

Again, both of those scenarios would have to be discussed with another team and isn't ServiceNow's fault.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Jessica49]

I completely understand this is not ServiceNow's fault. I was hoping someone who has done this for a client knew how to help them through their side of the problem now. I have searched through community and it doesn't seem many use the "text" option to help point me in the direction of it has been done and it was fixable on the clients side as well.