For these processes, we highly recommend providing the details directly in our ticketing system by attachments. Please make sure when submitting, follow these ticketing processes:Creating a ticket:
Updating a ticket:
False-Positive (FP): message that is not spam, but incorrectly being blocked as spam.
The false positive sender of messages will have the message quarantined. (Depending on set-up, the user and/or admin will get a notification of this.) The Support Team will need a copy of the original message being sent. Without this original message, we cannot assist you in sending or receiving this message we will be unable to adjust our anti-spam service for this FP message issue.
False Negative (FN): message that is spam, but is incorrectly seen as a regular email.
Incoming False negatives are messages that come through our system that passed our anti-spam filtering. This is an annoyance to end-users and should be reported to ensure that the message(s) are not seen again.
Reporting FP/FN as an Admin:
1- If logged into ProofPoint Essentials interface click Log Search for your selected domain on the far left.
2- Enter the search criteria in question that was spam or blocked by ProofPoint Essentials and click Search.
3- Once the result is displayed, select the Action option on the far right of the results.
4- On the pop-up screen select either Report As False Positive or Report as False Negative.
5- Fill out the information on the new pop-up screen and ensure the box is checked.
6- Then click the Report to submit your request.
7- You will not receive a confirmation email or be notified of any updates on your submission.