We’ve gotten a few reports lately of emails not making it to our HelpScout instance. Looking at the Spam Filters settings in cPanel shows one potential culprit:
The current Auto-Delete Threshold Score (4) is lower than the Spam Threshold Score (5). This will cause the system to automatically delete messages that it did not previously consider to be spam. We strongly recommend that you increase your Auto-Delete Threshold Score.
When we try to change the threshold number to something else, like 5 or 6, the UIUI UI is an acronym for User Interface - the layout of the page the user interacts with. Think ‘how are they doing that’ and less about what they are doing. shows that the change was successful. However, after refreshing the page, the UI once again shows that the threshold is still 4. I suspect that this number must be hard-coded in a config file somewhere.
We would like to get this number bumped up to 5 or 6.