Allowing Zendesk to send email on behalf of your email domain

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136 Comments

  • Stuart Buddrige
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    +1 @Mike Purcell

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  • Brett - Community Manager
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    Hey Mike,

    You'll want to take a look at the following article but I've gone ahead and copied the relevant information over for you as well: Sending Zendesk email from Amazon SES servers

    If you are using the Gmail Connector in conjunction with the Send email via Gmail feature, then the zendeskverification code is not readily visible to you. If your account's connection to the Gmail Connector is disrupted for any reason (rate limits being the most common issue), then Zendesk will begin sending from our servers, where DNS records will come into play if you wish to maintain a branded experience for your customers.

    This verification code must be recovered from within the agent interface. These codes are domain-specific and must be gathered for each unique domain or subdomain used by your support addresses.

    To recover a verification code:
    * Open Admin > Channels > Email, disable Send email via Gmail, and Save your changes.
    * Copy the zendeskverification code that is now visible under Verify DNS records and paste it to a text file where you can reference it to add your DNS records.
    * Re-enable Send email via Gmail and Save your changes.

    If you have any questions or problems, open a support ticket at support@zendesk.com account and grant temporary access to your account, so Zendesk can see what you are seeing. ​​

    Hope the above helps!

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  • Jonathan Haldane
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    We are hosted on AWS and within the Route 53 console I have followed the instructions with regard to the SPF settings such that I have entered the following as  TXT (not as an SPF as recommended on this board above)

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

    However, nowhere in the information posted above here:

    https://support.zendesk.com/hc/en-us/articles/203683886#topic_w5x_3tp_l2b

    does it say what value to enter as the "Name" when you are entering the above TXT entry per the screenshot below.

    What do you insert for "Name"?

     

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  • Kay
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    Hi Max,

    Can you shine a light on this:

    Feature Request - Fail SPF record validation on too many SPF lookups

    - Kay

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  • Forrest Hoffman
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    So how will we know WHEN we can remove the SPF and the TXT validation entries in DNS?

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  • Sean Cusick
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    Hi Forrest, we recommend that you subscribe to the Zendesk Announcements page, where all information concerning Amazon SES account migration completion will be posted: https://support.zendesk.com/hc/en-us/sections/200623776-Announcements

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  • Forrest Hoffman
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    Done,

    But why would we not expect that the exact Article telling us Why were were making the changes to conform with Zendesk feature changes to reflect the updates and timing.  I already Follow this Article because it was what I was told to follow to ensure I was in compliance. I get enough e-mails regarding updates, and was softly scolded:

     "We noticed that despite multiple attempts to alert you of this important change, your account has not yet been updated.This article explains those changes and what action you should take in preparation. These changes must be completed byApril 30, 2019 to prevent any changes to the way your customers receive emails from you."  

    However, I found no evidence of previous contact regarding the changes or lack of action on my part.

    Can you please try to consolidate the information and documentation to a single place?

    In my estimation I have spend about 20 hours of my time ensuring all of my records are in place and configured properly.  I would like to stop worrying about when the transition is complete.

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  • Randall
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    If this article says the change from SPF to CNAME records is may 13 2019, then why now, end of august 2019 does it still complain for SPF records when setting up a new zendesk? Shouldn't it only care about the new setup going forward?

    Also, our current spf1 record is so convoluted due to our services and newsletters, than adding anything for zendesk is going to thoroughly hose the entire thing.

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Randall,

    I'm going to bring this into a ticket so our Customer Advocacy team can take a look for you. You'll receive an email shortly stating your ticket has been created.

    Feel free to attach any additional information you can provide to the ticket.

    Cheers!

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  • Caroline Lundström
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    Hi,

    Do you still need to do the SPF record set up? 

    Best regards

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  • Devan - Community Manager
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    Hello Caroline,

    Yes, you will still need to do the SPF record set up for the time being.

    Best regards!

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  • Håkan Skoog
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    Hi,

    Have a customer that has set up there own Zendesk instance to communicate with their customers and they have also setup in DNS so they can use "send on behalf" with there domain with SPF, CNAME and TXT-record  zendeskverification value from their Support. 

    Now we should help them with some support regarding their suppliers and some other questions. They don't want to mix the questions in their instance so we have setup our own Zendesk-instance for these issues.

    Is it possible for us to "send on behalf" the customers domain, from our instance. I guess when we configure email channel we will get another value for zendeskverification. Is it possible to have multiple values for this TXT-record in DNS? 

    Best regards

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  • Brett - Community Manager
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    Hey Håkan,

    According to the above documentation, you can have multiple TXT records set up. However, you'll want to use the following format: v=spf1 include:_spf.google.com include:mail.zendesk.com ~all

    Let me know if I'm misunderstanding your question.

    Cheers!

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  • Håkan Skoog
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    Hi Brett,

    Sorry my question was regarding the section Verifying your domain and the TXT record zendeskverification that has to be created in that section, if our customer has the possibillity to create multiple record in their DNS, one for their domain verification code in their instance and one code from our instance that we think will be another code.

    Maybe it not possible to do that, and we have to use the supportaddress from our instance in our communication with the customers suppliers?

    Best regards 

    Håkan 

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Håkan,

    I confirmed with one of our Email experts and they stated that since the verification isn't an SPF record, you should be able to have multiple TXT records without any negative effects.

    Let me know if you experience anything different on your end!

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  • Jalis Mahamud (Rahat)
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    Zendesk products will be hosted on Amazon Web Services (AWS) ?

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