We have an email address setup in Exchange that forwards to an external address (used for a hosted helpdesk system). We also have notifications setup to email various people on the helpdesk team when a new ticket is created. Most of the time the emails are arriving in the users inbox, although for some users they goto the Junk folder in Outlook. Outlook is tagging some of these messages as spam and it does not matter if we use Low or High Junk Email settings.
To work around this issue I created rules to move emails with the subject "New Ticket" to my inbox. This works for me most of the time, but a few people still get many messages with that subject left in the Junk folder. If I go into Rules and Alerts and Run Rules Now the messages will be moved to the inbox. Even though the rule is enabled these messages are only being moved when the rule is ran manually. What can be done to resolve and/or workaround this issue?