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Status Unreviewed
Categories Reporting
Created by Guest
Created on Jul 19, 2024

Absorb Email Notifications / Report on users that were blacklisted on the system

Hello,

We would need to get a regular report showing email addresses that were blacklisted on Absorb side (set on the suppression list) as sometime this is incorrect and we need the emails to be removed from the suppression list so that our users can get their courses /Absorb notifications. Especially critical when launching mandatory courses, we need all our users to get email notifications.

We are aware of the "Best Practices for Email Deliverability"'

https://support.absorblms.com/hc/en-us/articles/27283541983379-Best-Practices-for-Email-Deliverability

But issues happen, and we need a way to track them.

Laurence Brunet

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  • Guest
    Reply
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    Sep 12, 2024

    Agree - we only became aware of this issue because one of our administrator accounts ended up on the suppression list and stopped receiving notifications. It seems that there are potentially hundreds of our LMS accounts on the suppression list. After investigating, it looks like the forgot password email can be detected as suspicious and rejected, which adds the email address to the Absorb suppression list (probably many other message templates are doing this too). This explains why so many of our support queries are about the forgot password function not working (not in spam folder - just gets rejected > suppression list > then no more emails at all from LMS). Without having reporting or access to the LMS email system, there is no indication when each account gets added to the suppression list. A round-about way to be notified would be to use a custom smtp account, which would then receive the notification of emails being rejected when the recipient detects them as spam etc. However, we are not able to use Absorb custom smtp, as it does not meet our OAuth requirements (as we are using MS-365 email).

  • Guest
    Reply
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    Aug 9, 2024

    Until recently I wasn't even aware there was a blacklist. We had a user who had not received notifications in several months. We wasted quite a bit of time investigating the issue on our end, only to learn that there were a couple dozen users on the list that were also not receiving notifications.

  • Guest
    Reply
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    Aug 1, 2024

    +1 on this. There should be an automated report sent to help manage this on the system admin side.