When I tried to recover a false positive from the Rackspace spam management tool (Appriver?), I ran into an error. This hiccup was ticketed immediately, and a few hours later I had received a response from their support team. Indeed, Rackspace support is fanatical.

I was trying to resend several false positives at once… but… well, let me just say that this Appriver spam utility is not very intuitive at all. Seems that I must release one message at a time, without batching the process… having to view each particular message separately, when all I have to go on is a limited set of information in the general (quarantine) list.

The Appriver spam management tool is not intuitive for a lot of reasons:

• The daily email digest is very nice, but not configurable at all – I’d much rather see this bulletin sorted by country of origin by default.

• The Quarantine list, itself, doesn’t give me any kind of indication as to spam probability – nor does it give me a quick preview of the message in question. As such, I have to click the “Resend” button to preview or re-confirm a resending of the message.
• There’s no indication as to whether or not a message that has been resent has actually been resent – and could, therefore, possibly be resent more than once.
• There is no “probability” field to sort by in the Quarantine list.
• There is no easy way to whitelist a sender from the Quarantine list.
• I have to manage hundreds of spam messages a day, and Appriver isn’t dynamic (requiring a page reload for every change – pop-up windows for other changes).

Rackspace may have fanatical support, but I’m a bit concerned with their management software choices. Appriver leaves a LOT to be desired.