Even though the Hornetsecurity spam filter has a recognition rate of 99.99%, you might experience from time to time that some emails will be filtered incorrectly. Those emails are referred to as:
- False Positive (FP): Valid emails will be accidentally filtered
- False Negative (FN): Email wasn’t filtered through the spam filter
It is possible to report FP/FN at any time using the Control Panel and might even be necessary if certain categories cannot be released from within the spam report, such as Virus emails. You can set the appropriate categories when setting up the spam report.
You can report any FP/FN from within the workspace. For further information on how to report emails, please refer to the Control Panel handbook.
Outlook Add-In (False Negatives)
As far as possible, any False Negatives should be reported through the Outlook Add-In [URL: http://faq-de.hornetsecurity.com/en/support/solutions/articles/9000059127-die-installation-des-outlook-add-ins-f%C3%BCr-outlook] using the appropriate button. When reporting through the Add-In, the spam filter will be adjusted as soon as the information has been analysed. Reporting the email via Add-In has the advantage, that it will automatically provide any information required to analysis.
Spamreport (False Positives)
To allow quick reaction time, we recommend setting up a spam report for the users. Through the spam report, users can release specific emails by simply clicking on the email. Once released, the user will receive a reply through the browser.
Advanced Threat Protection (False Positive/False Negative)
For a detailed analysis, Hornetsecurity requires the affected email as an .eml file. This does apply to any mechanism of the ATP service. Should you encounter such a behvior, please open a ticket with our technical support, providing the affected .eml file.
Report False Positives/False Negatives to HornetsecurityIf using any of the above-mentioned methods, it is not necessary to separately report any FP/FN to Hornetsecurity. Any reporting option will forward the information automatically and the information will be used to adjust the spam filter appropriately.