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jeffrey_dasilva
jeffrey_dasilva
Helper ⭐️⭐️
February 9, 2018
Solved

Mimecast blocking all Gainsight Emails

  • February 9, 2018
  • 8 replies
  • 525 views
We are seeing more and more of our clients implementing Mimecast and other email content filtering solutions and this is blocking all Gainsight emails.  Internally we just implemented Mimecast as well and all Gainsight emails are being blocked.  We opened up emails from gainsightapp.com for results to come through but were still not getting individual internal emails sent from CoPilots Outreaches.  Gainsight Support provide us with the following two IP addresses to whitelist which we are going to give a try: 198.37.159.181
& 167.89.37.164

Is Gainsight taking measures to improve their emails getting through these email content filtering systems?

This is really painful for us because we primarily send transactional emails in a low touch model with Gainsight and we are putting an increasing burden on our CSM team to send out these emails manually when they are blocked.
    Best answer by andrew_lay
    Hi Jeffrey,


    Thank you for this post.  


    The increase in content filtering service activity is great for security and the fight against spam, but can raise challenges for legitimate companies.  We are actively working to protect and improve sending reputation on multiple fronts like warming and increasing sending IP addresses and working with companies that specialize in deliverability.


    Please review the below article about deliverability and let me know if you have questions.  I’ll check with the Support Team on your current issue and monitor status as well.


    https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/Improve_Email_Deliverability




    Regards,


    Andy

    8 replies

    andrew_lay
    Gainsight Employee ⭐️
    andrew_layAnswer
    Gainsight Employee ⭐️
    February 9, 2018
    Hi Jeffrey,


    Thank you for this post.  


    The increase in content filtering service activity is great for security and the fight against spam, but can raise challenges for legitimate companies.  We are actively working to protect and improve sending reputation on multiple fronts like warming and increasing sending IP addresses and working with companies that specialize in deliverability.


    Please review the below article about deliverability and let me know if you have questions.  I’ll check with the Support Team on your current issue and monitor status as well.


    https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/Improve_Email_Deliverability




    Regards,


    Andy
      sai_ram
      sai_ram
      Expert ⭐️⭐️
      July 17, 2018
      Hi Jeffery, I recently started going through all of the pending posts, was checking to see if this is solved? 

      Please let us know if this issue still exists.
      sagan_sherlin
      sagan_sherlin
      Helper ⭐️⭐️
      July 17, 2018
      We actually have an ongoing issue here regarding Mimecast blocking the internal email links that we send.  Which can be rather annoying if you're trying to test out the links.  We've been working with both Gainsight, Mimecast, and our Internal IT to try and get this resolved.

      Any feedback on how others were able to resolve this is much appreciated!
      S
      smurray
      Helper ⭐️
      May 4, 2021

      Our IT group is planning to use Mimecast and I am concerned about potential Gainsight email issues. Currently we have several whitelisted Gainsight domains in our email server configuration including gainsightcloud.com, gainsight.com, gainsightdev.com, and gainsightapp.com.

       

      We will not be allowed to whitelist an entire domain with Mimecast. For Mimecast we are being asked for specific Gainsight email addresses that should be whitelisted.

       

      I submitted a ticket to Gainsight support requesting this info and the response was to whitelist  noreply@gainsight.com and no-reply@gainsight.com. I suspect there is more to it than just those two email addresses.

       

      Can anyone who has Gainsght running with Mimecast provide some insight or tips?

       

      Thank You!

        C
        chethana
        Expert ⭐️
        June 24, 2021

        Hello @smurray 

        Let me check with my team and update you about this.

        C
        chethana
        Expert ⭐️
        June 24, 2021

        Hello All,
        https://community.mimecast.com/s/article/Stationery-Email-Best-Practice-1598993230 please check this for the information on mimecast.

        S
        smurray
        Helper ⭐️
        June 24, 2021

        Our IT team implemented Mimecast and we have been working the past several weeks to get it working for things like surveys, newsletters, and reports where we are copying or sending email from Gainsight to internal Gainsight users. I am sure others will struggle with this as well so I wanted to post some of the things we found that may help. Note that this info is specific to our implementation so don’t view it as a checklist, but some things to look at it in your implementation.

         

        The first thing you need to understand is that Mimecast is designed to block spam, and Gainsight emails look like spam. Gainsight sends email on your company’s behalf from a source outside of your company’s network and this looks like spam. You are going to have to test and tune Mimecast for every Gainsight email type and program you are expecting email from Gainsight to go through Mimecast.

         

        The first step is configuring Mimecast to generally allow email from Gainsight to pass through from expected sources. There is no one place you can get this info from Gainsight, but through a couple of support cases this is what we found:

        1. Add IP addresses that Gainsight sends email from: 198.37.159.181, 167.89.37.232, 167.89.37.164
        2. Add domains that Gainsight may send email from:  @sgemail.gainsightapp.com, @gemail.gainsightapp.com, and gsemail.mycompany.com (where mycompany.com is your company)  
        3. Add email addresses that Gainsight sends email from:                                          no-reply@gainsightapp.com, and noreply@gainsight.com .  
        4. Add your company email addresses that Gainsight sends email on your behalf for things like NPS surveys, customer satisfaction surveys, and newsletters. For us, it was email addresses like   experience@mycompany.com  and   support@mycompany.com (where mycompany.com is your company).

         

        Once you have the basics above completed, you can begin testing. I’ll repeat that you will need to test every program type that you are expecting to receive email from. I will caution you that just because you can see Gainsight emails are coming from one program does not mean it is working for others. When you are testing you will want to be working with both your Mimecast and Gainsight admins to monitor the Mimecast logs and Gainsight logs together in real-time to work through what Mimecast is filtering. 

         

        If your company is using Mimecast, all users have access to their Mimecast personal portal at https://webmail-uk.mimecast.com/u/login/?gta=portal#/login or similar. In this portal, you can view emails sent to you that Mimecast has blocked or rejected. This can be a very helpful tool to see what Gainsight emails are being blocked. In this portal you can whitelist emails that you want to pass through Mimecast that have been blocked, but I have found that this does not overrule the global Mimecast policies implemented. So use it more as a tool to see what is being blocked.

         

        During the process of testing, you are going to have Gainsight emails sent to you bounce. I am not sure what the limit is, but after a certain amount Gainsight is going to add your email address to their bounce list and will no longer send emails to your email address. There is not a notification, it just stops working. If you are testing and your Mimecast admin says they are not seeing any emails being rejected by Mimecast, but you are not receiving them, it is likely Gainsight added your email to the bounce list. You can fix this problem in Gainsight by going to Administration->Email Validator to see if your email address or others are on the bounce list (and remove it). This seems like a Gainsight bug because licensed users should never be added to this list, but it happens.

         

        When running reports in Gainsight sometimes you want to Export to CSV. Gainsight then sends you an email with an attached CSV file, and Mimecast will likely block it because of the contents of the CSV file. This can be a hard problem to fix because it is the contents of the CSV file itself rather than where it is coming from that is causing Mimecast to block the email. You can try sending smaller CSV files by limiting the line items in the report which seems to help but not always. Gainsight needs to develop a different way to get this info (maybe provide the file to download rather than attach in email, or the ability to export directly to a file locally)     

         

        If your Mimecast policies are really strict Gainsight emails may never go through. If your Mimecast is set up to “not trusting” DKIM signing discrepancies it would reject/quarantine these emails. if your IT team decides to use strict aspf or adkim policy you are going to have failures. You can work with Gainsight support to help you with this, but it will have to be escalated a few times until you get to a Support Lead that will be knowledgeable on the topic.  

         

        Unfortunately, Gainsight does not appear to be taking a proactive approach to the many issues you are going to run into with Mimecast. There is no real documentation that I could locate and almost all references to documentation were on some other website. The external links are good background info they do not provide solutions. You will be mostly on your own to resolve the issues so become good friends with your Mimecast admin.

          C
          chethana
          Expert ⭐️
          July 15, 2021

          hello @smurray 
          I will arrange for a session where we can discuss what support is needed form our end.

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