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Issue: Not receiving Trella Health administrator announcement emails

  • Updated

Overview

Trella Health automatically sends out administrator announcement emails for product releases, data releases, and other important operational notifications. These announcements emails are intended for administrators and key business users, so they can effectively manage the solution for all users. Customers can make contact with their Customer Success Manager or support at any time to modify their administrator announcement contacts.

Follow the steps below to resolve any issues with receipt of administrator announcements.

Issue 1 - Contact not flagged as an Administrator Announcements Contact

Resolution

Make contact with your Customer Success Manager (CSM) and ask him or her to add you as an Administrator Announcement Contact. If you are unsure of your CSM, then submit a ticket to support. 

Issue 2 - Email server is sending announcement emails to the Personal Quarantine/Junk Folder

Before delivering mail to the inbox from an unknown sender, many email solutions require recipients to explicitly allow the sender. New emails are often sent to a Personal Quarantine or Junk Folder that the email recipient can manage.

Resolution

  1. Search your Junk Folder or Personal Quarantine for emails from Trella Health.
  2. Flag the Email as "Not Junk", "Not Spam", etc.
  3. Choose to "Never Block Sender's Domain", "Allow Emails from Sender", etc.

Issue 3 - Email server is sending announcement emails to a Company Quarantine

Sometimes companies' email servers send emails to a spam quarantine that is not visible to the email recipient. Trella Health sends administrator announcement emails from a common Marketo domain (mktomail.com) that may already be identified as a domain that sends SPAM.

Resolution

Ask your IT Department to set up a rule for their company whitelist that allows emails from that domain only if they are from Trella Health. We recommend the following settings:

  • X-Mailfrom: field ends with/contains "mktomail.com"
  • From: field contains "@trellahealth.com"

Please contact our support team, if the above steps will not work for your email solution. We will work with you to determine the best approach for you.