Digitally signing your email with DKIM

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51 Comments

  • Jessie Schutz
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    Hi Nikolai!

    Inbox is a stand-alone product, different from Support, so the functionality will be different. To the best of my knowledge, it's not possible to set up DKIM or DMARC in Inbox...I'd recommend checking out the documentation in our Inbox Help Center for more information!

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  • Nikolai Podwajski
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    We still haven't found a way after perusing the help center, so I'm supposing the same thing ...not yet possible.  Please inform if that changes.
    While DKIM/DMARC is definitely desired,  we have a more pressing need.
     
    >>>>
    BTW: my previous attempt to email this question appears to have gotten lost in the twighlight zone, so I hope it's OK for me to post this follow-up here ...even though it may be a little off topic.
    >>>>
     
    We're a small corporate family with a half dozen or so small businesses under the same umbrella.
    This entire operation is operated by just about a dozen people, each serving all business names.
    As such, it's the same small group of people answering the info@, service@, etc... emails for all companies.
     
    That being said, there is a corporate mandate that all company names shall publicly remain entirely separate. We have no desire for our wholesale brands to be linked to our consumer brands, and vice versa.
     
    Our goal is to have a single place where the service team could field all customer service questions across all company names, yet ensure that replies don't "leak" ...for example, don't reference the same name.zendesk.com in the email headers.
     
    Is there a way to set up our account to allow our team to do what Inbox was designed for (a single place to manage group accounts), yet protect our corporate privacy?
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  • Ryan
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    Hi Nikolai,


    Unfortunately we do not have DKIM as a feature of Inbox (It is only available on Support at this time -- our paid offering). You may find success in setting up an SPF record to remove that reference, as Inbox does use the same mail servers as Support, but nothing in this regard is mentioned (or directly supported) within the Inbox product.

    Here is our article on SPF records:

    Setting up SPF for Zendesk to send email on behalf of your email domain

    Outside of the above (and if that does not deem the results you're looking for), the only other option at this time would be to switch over to a support account at this time for those features (as they just aren't available within the Beta at this time).

     

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  • Nikolai Podwajski
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    Excellent!  The paid offering is totally an option.  Thank you.

    Before we pull the trigger, can we confirm a couple things?

    1. I tried creating a Support account for the same team-name we used when creating the Inbox acct. It said that name is not available. 
    Is there a way to expand the offerings for an existing account? 
    Or do we need to start with a new Support acct and then add Inbox to that?

    2. Once we have a Support account created and SPF records in place, are you saying that those settings will come into play for the Inbox service?

     

     

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  • Ryan
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    Hey Nikolai,

    Glad to cover these questions as well:

    1. I tried creating a Support account for the same team-name we used when creating the Inbox acct. It said that name is not available.  
    Is there a way to expand the offerings for an existing account?  

    You would have to use a separate subdomain for the support account -- If you write into support [at] zendesk.com though (from the listed owner account of your inbox email) we could rename your inbox account to something else, which would then allow you to use that on your Support account. This is necessary due to both products using the same format for login (subdomain.zendesk.com)

     

    2. Once we have a Support account created and SPF records in place, are you saying that those settings will come into play for the Inbox service?

    The SPF record would only show as validated on the Support account, as Inbox doesn't make reference to the specification itself. That being said, Inbox mail servers use the same servers/processors that Support does, so if an SPF record is in place for mail.zendesk.com your customers email clients should recognize the sending server as authorized, regardless of product. 

    Hope that clears things up! If you have any questions about product features, feel free to email us as well!

     

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  • Kendall Frazier
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    I've done all the steps, but I think zendesk is still using their default DKIM signature on my emails... (please note that it's only been 16 hours so I did it).

     

    How can I test this to be sure it's working? What will my new DKIM signature look like?

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  • Vladimir Kochkovski
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    Hi Kendall,

    Thank you for the question and the details.

    The email that you use for testing seems like the sign-in email sent from Zendesk. This usually is not the best way to test the DKIM setup.

    You can use a service like this to check if the key is setup correctly on your domain:
    https://dkimcore.org/tools/keycheck.html

    Enter "zendesk1" in the selection field and your domain "employeereferrals.com" in the domain field. It does seem like you've setup everything correctly.

    To test the actual email, please request a ticket from an email address that's not associated with your Zendesk account in any way. The response should come with the proper DKIM key.

    If you have any additional questions, please feel free to contact me.

    Best regards,
    Vladimir Kochkovski

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  • Kendall Frazier
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    Thank you so much Vald, I appreciate the help!

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  • Vladimir Kochkovski
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    Thank you, Kendall! Glad if it's useful.

    Did you manage to get everything working good?

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  • Jessie Schutz
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    Thanks for helping out, Vladimir!

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  • Vladimir Kochkovski
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    Thank you, Jessie! Glad if I could help

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  • Fahad Ansari
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    how to add dkim record in cloudflare dns, type CNAME, in the first field which is labelled as Name i write zendesk1._domainkey.mydomain.com & in the second field which is labelled as Domain Name i write zendesk1._domainkey.zendesk.com when i click on add record. the error appears which says"Invalid hostname: Use '@' to represent the root domain" below the field where i write zendesk1.domainkey.zendesk.com

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  • Vladimir Kochkovski
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    Hi Fahad,

    It's been a while since I setup CloudFlare, but do try this:

    In Name add only "zendesk1._domainkey" without your domain.

    In Domain add "zendesk1._domainkey.zendesk.com" and check if that works.

     

    If not, there is a workaround, but it's a bit more complicated. You will need to:
    1. Disable CloudFlare DNS and use your original domain registrar DNS
    2. Setup everything on the original domain DNS as shown in the DKIM tutorial
    3. Enable CloudFlare DNS again and import all the DNS settings.

    This will usually setup everything correctly in CloudFlare, even some settings that you can't normally add manually.

    If you have any additional questions, please feel free to contact me.

    Best regards,
    Vladimir Kochkovski

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  • Conza
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    Hi all,

    I have this all setup.


    The issue I want to know if there is a way to resolve. We send fraud check requests from Zendesk to customers.

    I have removed footer - so it appears just from our company.. but when the customer replies to the email, it goes to:

    support+id28881@[COMPANY].zendesk.com

    Is there anyway to change this? 

    Any help - greatly appreciated. 

    Many thanks

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  • Vladimir Kochkovski
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    Hi Conza,

    Thank you for your question!

    Something seems to be missing. How are the tickets initiated?

    Usually, a customer first needs to send an email to your address that's connected with Zendesk (ex. support@youremail.com) and then the ticket reply is sent from that same address. In this case, the reply-to should be the same address (ex. support@youremail.com) as well.

    If you are forwarding emails from another address not connected to Zendesk, and use Zendesk only for initializing outgoing emails, you might have issues.

    If you have any additional questions, please feel free to contact me.

    Best regards,
    Vladimir Kochkovski

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  • Óðinn Thor Harðarson
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    Hi,

    We use Office 365 to handle our mail services and I have two basic questions;

    1. Would this cause any kind of conflict if I'd at the DKIM records in our DNS host management?

    2. Will we have to do anything on the O365 side also?

    Best regards,

    Óðinn Thor

     

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  • Vladimir Kochkovski
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    Hi Óðinn,

    I haven't used Office 365 with Zendesk myself, but if it the setup is similar to G Suite, you might need to make some adjustments on it.

    This info might help to set it up:
    https://docs.microsoft.com/en-us/office365/securitycompliance/use-dkim-to-validate-outbound-email

    If you have any additional questions, please feel free to contact me.

    Best regards,
    Vladimir Kochkovski

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  • Osama Mashhour
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    any help to do it on BlueHost ? 

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  • Osama Mashhour
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    is it supposed to replace the CNAME records "zendesk1 points to 

    mail1.zendesk.com"

     and zendesk2 points to 

    mail2.zendesk.com

    or it's a whole new brand records ?!

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  • Osama Mashhour
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    ERROR:

    Failed to validate args in method GAP::Dns::record_update

    any ideas ?

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  • Jessie Schutz
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    Hey Osama!

    I believe you would replace the CNAME record rather than creating a new one, but set up varies from provider to provider. I would recommend checking BlueHost's documentation to make sure!

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