Summary
Email marketers report mixed experiences with MSN ticket escalations and responses. Common issues include delayed responses, inconsistent ticket confirmations, and a change in SRX ID tracking. Responding to automated emails can sometimes lead to progress. Microsoft's SNDS is helpful but has limitations and should be used with caution. Microsoft will work with enterprise senders to fix issues. Using Outlook.com Postmaster Tools and Sender Support Space assists with issue understanding and troubleshooting. Following bulk email best practices, using JMRP, ensuring email authentication (SPF, DKIM, DMARC), and implementing feedback loops can improve deliverability and potentially avoid escalations.
Key findings
- Response Delays: Significant delays are experienced when awaiting responses from MSN support.
- Confirmation Inconsistency: Ticket confirmation emails are not consistently received.
- SRX ID Changes: MSN discontinued SRX ID tracking numbers in acknowledgment emails around March/April 2023.
- Automated Response Effectiveness: Responding to automated emails can sometimes lead to progress, but results are mixed.
- SNDS Limitations: SNDS is useful but has limitations and should be used with other data points.
- Enterprise Support: Microsoft will work with enterprise senders to resolve sending problems.
Key considerations
- Proactive Monitoring: Monitor sending reputation via SNDS and address spam complaints through JMRP.
- Authentication Standards: Ensure emails are properly authenticated with SPF, DKIM, and DMARC.
- Feedback Loops: Implement feedback loops for direct spam complaint data.
- Postmaster Tools/Support Space: Utilize Outlook.com Postmaster Tools and Sender Support Space.
- Best Practices: Adhere to bulk email best practices.
What email marketers say
12 marketer opinions
Email marketers experience varied outcomes with MSN ticket escalations and responses. There are reports of delayed responses, inconsistencies in receiving ticket confirmations, and changes in communication, such as the discontinuation of SRX IDs in acknowledgement emails. Responding to automated emails sometimes leads to progress, but not always. Proactive measures like monitoring sending reputation through SNDS, using JMRP for spam complaints, ensuring proper email authentication (SPF, DKIM, DMARC), and implementing feedback loops can help in addressing deliverability issues and potentially avoid the need for escalations.
Key opinions
- Response Delays: Significant delays are often experienced when awaiting responses from MSN support.
- Confirmation Inconsistency: Ticket confirmation emails are not consistently received, causing uncertainty.
- SRX ID Changes: MSN discontinued SRX ID tracking numbers in acknowledgement emails around March/April 2023.
- Automated Response Effectiveness: Responding directly to automated emails can sometimes lead to progress, but results vary.
- SNDS Limitations: While useful, SNDS monitoring doesn't always provide actionable insights for specific issues.
Key considerations
- Proactive Monitoring: Regularly monitor sending reputation via SNDS and address spam complaints through JMRP.
- Authentication Standards: Ensure emails are properly authenticated with SPF, DKIM, and DMARC, and the domain has a valid reverse DNS record.
- Feedback Loops: Implement feedback loops to receive direct data about spam complaints and address them promptly.
- Acknowledge SNDS caveats: Be aware that SNDS data can be useful but also flawed.
- Enterprise Sender Support: MSN will work with Enterprise senders to diagnose and fix any issues they are having sending email.
Marketer view
Email marketer from Email Deliverability Solutions suggests implementing the Feedback Loop program (if available) for Outlook to receive data about spam complaints directly. This helps in proactively addressing issues and can potentially avoid needing to escalate tickets for review.
30 Aug 2022 - Email Deliverability Solutions
Marketer view
Email marketer from Reddit reports experiencing significant delays in receiving responses from MSN support after submitting ticket escalations, often taking several days.
7 Jul 2022 - Reddit
What the experts say
2 expert opinions
Experts at Word to the Wise suggest that Microsoft's SNDS data is a useful tool for assessing deliverability issues, but it should be used with caution and interpreted with other signals. Microsoft will work with enterprise senders to fix issues.
Key opinions
- SNDS Value: Microsoft's SNDS data can be a useful tool.
- SNDS caveats: SNDS data should not be used in isolation without considering other signals.
- Enterprise Sender Support: Microsoft will work with Enterprise senders to diagnose and fix any issues they are having sending email.
Key considerations
- Interpret with caution: The data should be interpreted with care, as it may not always accurately reflect the state of your sending reputation or filtering decisions.
Expert view
Expert from Word to the Wise responds that Microsoft will work with enterprise senders as appropriate to help them diagnose and fix issues they are having sending email.
20 Aug 2024 - Word to the Wise
Expert view
Expert from Word to the Wise suggests that Microsoft's SNDS data can be a useful tool for assessing issues with deliverability, but warns against using it in isolation without considering other signals. The data should be interpreted with care, as it may not always accurately reflect the state of your sending reputation or filtering decisions.
7 Nov 2024 - Word to the Wise
What the documentation says
3 technical articles
Microsoft documentation provides resources to understand and troubleshoot deliverability issues to Outlook.com. Outlook.com Postmaster Tools offers data on sending reputation and spam complaints but does not provide direct escalation. The Sender Support Space offers troubleshooting steps and a 'Contact Support' link for further assistance. Adhering to best practices for bulk email, including proper authentication, list hygiene, and avoiding spam triggers, is crucial for reducing the need for ticket escalations.
Key findings
- Postmaster Tools: Outlook.com Postmaster Tools offers deliverability metrics but no direct escalation.
- Sender Support Space: Sender Support Space provides troubleshooting and a path to contacting support.
- Best Practices: Following bulk email best practices reduces the need for escalations.
Key considerations
- Utilize Tools: Use Postmaster Tools to monitor sending reputation and spam complaints.
- Troubleshoot First: Follow troubleshooting steps in the Sender Support Space before contacting support.
- Implement Best Practices: Adhere to best practices for bulk email sending to improve deliverability.
Technical article
Documentation from Microsoft highlights the use of the Sender Support Space is where you would find information about the steps you need to take to troubleshoot deliverability issues to Outlook.com. If the information doesn't solve the issue, you will see a Contact Support link to take the conversation further.
23 Mar 2025 - Microsoft Documentation
Technical article
Documentation from Microsoft explains that Outlook.com Postmaster Tools provides data about your sending reputation, spam complaint rate, and other metrics that affect deliverability. It does not provide direct escalation but helps in understanding issues.
20 Jul 2021 - Microsoft Documentation
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