Speak like a human for fuck's sake.
We are very sorry that the spam filter is giving you such trouble. It has self-learning capabilities, but algorithms are not always perfect. If you could send us your account details and the headers for some of the emails, we will look into this right away. Please send us an email at support (at) zohomail (dot) com when you have a few minutes and we will dig into the details.
(1) Look at other responses from people directly responding to issues from customers here at HN. Look at how specific, authentic, and action-oriented those responses are. Then look at yours again.
(2) Notice how they don't use the royal "We." It's 2020, we're all working from home with small spots of clean behind us for zoom, the royal We has to die. Unless the speaker is actually a committee or Borg, please use I.
(3) "not always perfect" is garbage. It failed the user at its basic job. Say so. Any apology without admission isn't an apology. Actually, kill the entire sentence. Nobody cares about the capabilities of a system that doesn't work right.
(4) They've already said that they tried you and you failed. Explicitly ask for a chance to make it right. Why would they bother working with you again, if you don't even ask them? They'd be doing you a favor. Ask for the favor.
(5) Nit: The last two sentences redundantly ask for the customer to contact you. Combine into a single request for an email with (btw, you don't have to explicitly "send us an email" when you're giving them an email address to contact -- it's a side-ways way of talking down to the customer's intelligence) account "details" (Which details? The account name? Credentials? What?) and headers.
As for the royal we...I think you are right. In 2020, with the world the way it is now, I think everyone can use more personalization and less of the anonymity provided by we. I take your point, and will do my best to implement it.
Again, thanks for your time, and for your passion. Have a great one!
One last bit of unsolicited advice: your job is writing. This is the best writing book I've ever read that deals with the issues I saw in your writing: https://www.amazon.com/Writing-Well-Classic-Guide-Nonfiction...
You can tell the author knows what they're talking about because the book is a really easy read!