What are Email Geeks experiences with MSN ticket escalations and responses?

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.

Email marketer from Reddit reports experiencing significant delays in receiving responses from MSN support after submitting ticket escalations, often taking several days.

Email marketer from StackExchange notes a change in MSN's support communication, specifically the discontinuation of SRX ID tracking numbers in acknowledgement emails around March/April 2023, with the ticket ID now being displayed only on the submission webpage.

Email marketer from Email Geeks Forum highlights the inconsistency of SRX IDs in the submission process. SRX ID tracking numbers do not appear in any acknowledgement emails.

Email marketer from Email Deliverability Blog explains that directly responding to automated emails from MSN support, even those indicating a problem, can sometimes lead to progress in resolving the issue, although not always.

Email marketer from Email Marketing Tips Blog mentions that monitoring sending reputation through Microsoft's SNDS program is useful, but notes that it doesn't always provide actionable insights for resolving specific deliverability problems that require direct support.

Marketer from Email Geeks mentions that they no longer receive an acknowledgement email confirmation of submission with SRX ID, and this seems to have stopped around March/April 2023. They are informed of the SRX ID from the submission webpage, and the next interaction happens over email when they get an initial response from the Outlook Deliverability Support Team.

Marketer from Email Geeks explains that the other half of the time they attempted responding to the 'we're broken' message, it resulted in no response.

Email marketer from Deliverability Experts Forum suggests proactively using Microsoft's JMRP (Junk Mail Reporting Program) to monitor spam complaints and address them quickly, which can improve sender reputation and reduce the need for support escalations.

Email marketer from Email Marketing Forum shares not consistently receiving ticket confirmation emails after submitting an escalation request through MSN's system, which creates uncertainty about whether the ticket was properly logged.

Email marketer from Anti-Spam Community recommends ensuring that all emails are properly authenticated with SPF, DKIM, and DMARC, and that the sending domain has a valid reverse DNS record. This is a prerequisite for most deliverability troubleshooting with MSN support.

Marketer from Email Geeks shares that they have been responding to the emails received and have made some headway about half of the time in the last week.

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.

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.

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.

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.

Documentation from Microsoft outlines best practices for bulk email senders to improve deliverability to Outlook.com, including proper authentication (SPF, DKIM, DMARC), list hygiene, and avoiding spam triggers. Following these practices can reduce the need for ticket escalations.