Despite a detection rate of 99.9%, it can happen that emails are filtered incorrectly. These are referred to as:
- False Negative (FN): An email was not held back by the filter.
- False Positive (FP): A valid email was accidentally filtered.
This article describes how you can submit False Negative and False Positive cases to us as feedback. If an optimized interface is used for the report, we can evaluate your feedback much more quickly.
| Optimized Interfaces |
|
Reporting via the FP/FN form FP: possible FN: possible Using our FP/FN form, you can efficiently report incorrectly categorized emails. By using this form, we can process your requests more specifically and efficiently. Note: If you report a false positive, you do not need to submit an example as an EML file. Click here to open the form: FP/FN form |
|
Control Panel: Email Live Tracking Reporting via the Control Panel is possible at any time. False positives are reported automatically as soon as the affected email is delivered from quarantine. To do this, click the "Deliver Email" button. False negatives, on the other hand, can be reported using the buttons provided for this purpose. They are then recategorized accordingly.
Additional information about the various email actions can be found in our documentation portal.
|
|
Quarantine Report To respond promptly to false positives, you can configure the Quarantine Report for your users, through which emails can be delivered. At the same time, as with delivery via Email Live Tracking, the affected email is reported as a false positive.
Note: |
|
Outlook Add-in Reporting via the Outlook Add-in adjusts the spam filter after the information has been analyzed. Reporting via the Outlook Add-in has the advantage that all the information required for an analysis is forwarded automatically.
Note: Please note the currently supported Outlook versions. |
Our recommendation
In general, we recommend using Control Panel: Email Live Tracking to submit feedback for both false positives and false negatives. This way, you only have one platform where you can do much more.
In some cases, the Control Panel is not used by end users. In that case, we recommend using the Quarantine Report and/or the Outlook Add-in.
Alternative Processing Options
Forwarding
FN: possible
Forward the corresponding False Negative or False Positive case as an ".eml" file to the address listed above. This is necessary to ensure that the header of the original sample is not altered in any way, which is crucial for further processing.