Why is "via zendesk.com" showing next to my support address in email messages?

Question

Why is "via zendesk.com" showing next to my support address?

Answer

This is due to not having a domain verification on your account, such as SPF or DKIM.

To avoid this you will need to add an SPF or DKIM record to your support address, this will remove the "via zendesk.com" from email messages. To ensure this occurs, we recommend doing both, as different email providers and servers have different requirements.

For SPF, add the following TXT  record:

v=spf1 include:mail.zendesk.com ?all

For DKIM you will need to add two CNAME records:

1. Create a CNAME record with the following values:
   • In the host record field, enter:
     

     zendesk1._domainkey.your_support_address.com

     where your_support_address.com is any of your support addresses that you want to protect with DKIM.

     Note: Your address can have a different top-level domain, such as .net, .org, or .ca.

     For example:

     zendesk1._domainkey.mondocam.com

   • In the points to field, enter:
     

      zendesk1._domainkey.zendesk.com

                                     

2. Create a second CNAME record with the following values:
   • In the host record field, enter:
     

      zendesk2._domainkey.your_support_address.com

   • In the "points to" field, enter:
     

      zendesk2._domainkey.zendesk.com

For more information on setting up your SPF or DKIM please see, Setting up SPF to send email on behalf of your subdomain and Digitally signing your email with DKIM.