When using Manuscript (and/or Kiln On Demand), all emails (notifications, and case email replies) are sent via Fog Creek’s own SMTP server. Depending on your email provider, (e.g. Google Apps, Microsoft Office365, your own email system, etc.), these emails may appear to a recipient as “Junk”, “Spam”, “failed fraud detection”, “phishing”, etc. This happens when mail is sent as firstname.lastname@example.org by fogcreek.com servers. Recipients need to know that fogcreek.com is allowed to send as email@example.com.
To alleviate this issue, you essentially need to tell your email system to safely handle these emails. To do that, we recommend adding Fog Creek’s own domain SPF records to your own SPF records. Here is what you need:
v=spf1 mx include:spf-basic.fogcreek.com -all
Previously, we used to recommend that the ‘include’ directive against the ‘fogcreek.com’ domain is included in your SPF records. This can sometimes exceed the maximum entries in Office365. Here is a longer form record:
v=spf1 mx include:fogcreek.com -all
Depending on your mail provider, the SPF record may need to be entered as a TXT record. For more details on how to create the new SPF record, please see your mail provider’s documentation.