News Categories
RSS Feed
Not receiving email from our Help Desk? Check your spam folder!
Posted by Matt Kinne on 05 July 2016 03:55 PM

The Evolve Systems Help Desk is one of our most important tools; it gives our customers an easy way to communicate with us and get information in real-time. Sometimes though, an email provider will get in the way and send our responses to your spam folder. Unfortunately, it seems quite common for some, and for others, not so much. 

How do I whitelist an email? 

The easiest and fastest thing we can do as "whitelist" our Help Desk email. A whitelist essentially is a list of approved emails. Similiar to that of a blacklist, which is a list of unapproved emails, ones you wouldn't want to receive mail from. We'll run through how to whitelist our email on the top 3 email providers, Gmail, Outlook, and Yahoo. If you have a provider that isn't listed, feel free to contact us.


  1. Navigate to your spam folder.
  2. Find the email or emails you wish to mark as "not spam" and check the box to the left of the email subject.
  3. Once the selected email or emails are chosen, click more at the top of the page and select "Not spam".
  4. Add [email protected] to your contacts

If you are still having trouble receiving emails after you completed these steps, you can setup a filter for a certain address which will force Google to whitelist the email.

  1. Click on the settings icon on the top right of the screen. This will bring up a drop down, select "Settings".
  2. In the top middle of the page, click on "Filters and Blocked Addresses".
  3. In the bottom middle of the page, click on "Create a new filter".
  4. Paste [email protected] in the "From" field and click on "Create filter with this search" in the bottom right corner.
  5. Check the box next to "Never send it to Spam" and then click "Create filter".


  1. Click on the settings icon in the top right corner, then "More mail settings".
  2. Select "Safe and blocked senders" and then "Safe senders".
  3. Add the domain to the list of "Safe senders"
  4. Return to "Safe and blocked senders" and then click "Safe mailing lists"
  5. Add [email protected] to the "Safe mailing list".


  1. Hover over "Settings" icon and click on "Settings".
  2. Click "Filters" followed by "Add".
  3. Create a name for the filter, such as "Evolve Help Desk".
  4. Enter the domain in the "Sender" field.
  5. Select "Inbox" as the folder for the mail.
  6. Save your settings.

Your emails from our Help Desk should now appear in your inbox like normal. If you still have issues, please feel free to contact us.

Don't forget to Subscribe to the Help Desk for weekly news updates!

Subscribe to Help Desk

Comments (0)
Post a new comment
Full Name:
Help Desk Software by Kayako