Here's a new problem I discovered when a parent complained about not getting emails... so frustrating!
TL;DR... If someone hits spam on a Pushpage email, we can no longer email them via Pushpage, but onMessage tells us we are successfully emailing them.
The whole story...
If a community member hits the spam button on one of our Pushpage emails, she gets added to Blackbaud's "black list." Since the spam button is often close to the delete and archive buttons, this is an easy mistake to make.
Once someone is on the black list, we cannot send her Pushpage emails.
There is no way for us to tell that a person has been added to the black list because she clicked the spam button. From our point of view, the system is emailing her successfully.
We do not have access to the black list. In order for us to know someone has stopped receiving emails, she needs to tell us and we need to contact Blackbaud support and they have to contact an internal Blackbaud support team.
Once we learn a parent is on the black list, she must email email@example.com and say, "Please remove this email from the blacklist." (Note: This didn't actually work when a parent recently sent a request; Blackbaud is trying to fix this.)
This has been the case since 2016 when Blackbaud switched its email server from Amazon to one in house.
This is going to cause extra work on our end because we'll have to open a support ticket every time a parent says she's not getting emails. Usually we just troubleshoot with her.
I've asked Blackbaud to give us a report of everyone at our school who's on the black list. At this time, they said they cannot. I've asked them to look into it because we must know who cannot get our emails.