Why are SNDS trouble tickets not being resolved effectively?
Summary
What email marketers say10Marketer opinions
Email marketer from MailerTalk reports that inaccuracies in SNDS data can lead to wasted effort troubleshooting issues that don't actually exist. They advise verifying the data with other sources and focusing on persistent problems.
Email marketer from Email Marketing Forum shares that they often receive canned or generic responses from SNDS support, indicating a lack of personalized attention. They advise escalating the ticket to a higher support tier if the initial response is unhelpful.
Email marketer from StackExchange mentions data inconsistencies within the SNDS tool itself can lead to misdiagnoses and ineffective troubleshooting. Recommend cross referencing SNDS data with third party tools and reports.
Email marketer from Email Geeks reports receiving a response on a ticket and observing a temporary improvement before performance declined again.
Email marketer from EmailDeliverabilityBlog.com shares that the complexity of SNDS reporting and data interpretation can be a barrier to effectively resolving deliverability issues. They suggest seeking expert assistance or training to better understand the data.
Email marketer from Reddit suggests that delays in SNDS ticket resolution may be due to a high volume of requests and limited resources on the Microsoft side. They recommend clearly outlining the issue and providing specific examples to expedite the process.
Email marketer from Quora believes that temporary improvements after SNDS mitigation followed by performance decline may indicate underlying issues not fully addressed by the initial fix. They recommend investigating sending practices and list hygiene to identify the root cause.
Email marketer from Email Geeks confirms experiencing the same issue as Mary-Juen Sohn where performance temporarily improves after mitigation but then declines.
Email marketer from LinkedIn group shares that even after submitting SNDS tickets, the suggested resolutions are sometimes ineffective in addressing the underlying deliverability problem. Suggests exploring alternative mitigation methods.
Email marketer from EmailVendor.com states that issues with mitigation may be due to changes to the SNDS system without notifying users, therefore it is important to keep updated with known email vendor issues.
What the experts say6Expert opinions
Expert from Spam Resource explains that SNDS is just one data point, and relying solely on it for troubleshooting can be misleading. It's important to cross-reference with other data sources and consider the bigger picture of your sending reputation.
Expert from Email Geeks indicates they have notified the appropriate people who are investigating and addressing the SNDS system issues.
Expert from Word to the Wise notes that Microsoft's SNDS support can be inconsistent, and understanding their specific policies and thresholds is crucial for effective troubleshooting. She emphasizes the importance of demonstrating a commitment to best practices and list hygiene when interacting with support.
Expert from Email Geeks shares that someone complained about ticket creation recently and there was a problem with email addresses being redacted. Suggesting a possible upgrade issue.
Expert from Email Geeks confirms that Microsoft is upgrading the SNDS system.
Expert from Email Geeks shares a report indicating responses were received for one IP address but not another, suggesting inconsistent behavior.
What the documentation says5Technical articles
Documentation from Microsoft SNDS FAQ explains that discrepancies or delays in SNDS data updates can sometimes lead to misinterpretations of sending reputation, potentially hindering effective troubleshooting. It advises verifying data with other monitoring tools.
Documentation from Microsoft Support states there are no guaranteed Service Level Agreements (SLAs) for responses to SNDS trouble tickets. Response times can vary based on ticket volume and complexity.
Documentation from Microsoft Support Article states that SNDS has limitations and does not provide comprehensive insights into all deliverability issues. Other tools should also be used to investigate deliverability issues.
Documentation from Microsoft SNDS Troubleshooting Guide highlights that misinterpreting SNDS data metrics can lead to incorrect conclusions about sending issues. It recommends carefully reviewing documentation and seeking clarification from Microsoft support when unsure.
Documentation from Microsoft SNDS API Documentation explains that throttling limits on the number of tickets submitted via the API can delay the resolution process, especially for senders with a high volume of issues. It recommends optimizing ticket submissions and prioritizing urgent issues.