Allowing Zendesk to send email on behalf of your email domain

Have more questions? Submit a request

127 Comments

  • stef roelofs
    We are one of those zendesk-users who are seriously affected by this action.
    We are currently a service provider responsible for about 40 brands. 
    Brands with different e-mail domains for which the SPF record is already a problem to keep them under 10 lookups So please, reverse this action or make sure that the mail.zendesk.com include is limited to one DNS lookup action. Stef Roelofs ServiceHouse B.V.
    0
  • Sean Cusick

    Hello Henrik and Stef, We apologize that you are experiencing this. Our Dev and Product teams are currently looking into this issue. 

    0
  • Pierre Lemmers

    Hello,

    What is the deadline for the change? And how do we know that we are already migrated so that if i complete the change i am sure that all the settings are correct?

    Kind Regards,

    Pierre 

     

    0
  • Sean Cusick

    Hello all, The SPF record for mail.zendesk.com has been corrected. It is now a single lookup.

    Pierre, We do not currently have a deadline for account migration. The process for verifying that your DNS records are correct, which should be done in advance of account migration, is described in the article. The in-app verification for each address can be found in Admin>>Channels>>Email>>Support Addresses.

    0
  • Bjørn Mathiesen

    I find this article a bit hard to read. To sum it up, the complete process as of February 2019 should be:  

    1. No SPF records
    2. Set up the 4 CNAME records as described
    3. Verify the domain with the TXT key from the dashboard
    4. Preferably set up DKIM / DMARC for Zendesk
    5. Done?

     

    1
  • Dolev Zemer

    it seems we need a way for Zendesk to ping us individually and let us know if you changed the configurations correctly. 

    2
  • Sean Cusick

    Hi Bjørn, You still need an SPF record until we migrate accounts to using Amazon SES services. That hasn't happened yet. We are hoping that will be soon. 

    Dolev, the verification check in the user interface is how you can know if the records are set up correctly. If you have any specific questions about your records then it is best to open a ticket at support@zendesk.com

    1
  • Donald Moore

    Please help,

    I don't see Verfications in my agent interface. In the section titled "To verify that a domain belongs to you", I am supposed to navigate to Admin > Channels > Email and then get the "domain verification value" under "Verifications" for my Support address. 

    The problem is, I don't see that anywhere.

    > Find the domain verification value under Verifications for your Support address.

    0
  • Sean Cusick

    Hi Donald, You're not using an external support address - you are only using the native Zendesk support addresses. No action is required. 

    1
  • Donald Moore

    Hello Sean,

    When I click on "Add address" > "Connect external address" and then type in the external address that I am trying to set this up with, it says "This address is already used by Support."

    I get the same message when I try "Connect other".

    0
  • Sean Cusick

    Hi Donald, You can not add an address as a support address that is associated with a user profile in your account. Use the magnifying glass to search that user and then decide how best to proceed based on their profile - you can either change the address associated with them or delete the profile. 

    1
  • Donald Moore

    Ah.... Thank you!

    0
  • Renee Morgan

    I have a similar question as Donald above. I also cannot find the "domain verification value".   I do however have an error that my DNS records are not set up correctly and received the email saying I needed to make an adjustment. Are you saying that I don't need to make changes to the DNS records? 

    0
  • Tony Lorimer

    Hi,

     

    I did this setup back in january 2019 and I see all green ticks under Channel->Email->Support addresses, so I think our setup and all is good.

    However today I received an e-mail from Zendesk, saying

    "If you’re receiving this message, your account has been identified as one that needs to make this adjustment. This article explains those changes and what action you should take in preparation."

    So the question is:

    is our account setup correctly and this is a generic re-send of the e-mail or is there a problem with our account? as we cannot tell.

     

    2
  • Sean Cusick

    Hi Tony, Since this might require looking at the specifics of your account and domain it might be best if you open a ticket with us at support@zendesk.com

    0
  • Tony Lorimer

    Hi Sean,

     

    Thanks ticket #4381458 logged.

    0
  • Dolev Zemer

    Same question as Tony,

     

    I guess we're asking what prompted this week's email as oppose to the email regarding the January change. should Zendesk customers who made the necessary arrangements for January be now concerned by this?

     

     

    0
  • Stephen

    Same question as Tony & Dolev.

    We completed the set up in January and have green ticks when looking in the channel/emails.

    As such want to be sure what exactly is required as, as far as I can tell we can completed all the steps

    0
  • Tony Lorimer

    Hi All,

    I did log a ticket, I will update once I get a reply from support.

    0
  • Sean Cusick

    This email was general reminder to all accounts that had an external email address added.  If you are seeing green check marks for all CNAMEs and TXT records, then you are good to go! Tony, you should have received an email response. I noted your ticket - 4381458 - had been updated. 

    1
  • Harold

    Glad I checked here, thanks @Sean Cusick. We did the changes a while back too, so this weeks e-mail confused me too. But we're all green, so all good.

    0
  • Tony Lorimer

    Thanks @Sean Cusick,

    Did not receive an update to my ticket but thats ok.

    Thank you for confirming, however a badly worded e-mail.

    Suggestion may be to put something in there along the lines of "if its all green - then your setup is complete".

    Thanks

    0
  • James Sanford

    Hey Renee Morgan!

    I've created ticket #4387667 to review this with you.  I look forward to working with you there!

    0
  • Donato Dileo

    Hi All,

    do you know if can we keep SPF records also after migration to AWS?

    We use the corporate domain for the email support so for us it is very critical to keep SPF.

    Anynone is experiencing issue using corporate domain for email support?

    Thanks

    Donato

    0
  • Sean Cusick

    Hi Donato, You can keep your SPF TXT record, though there should be no reason to do so. SPF will be established differently - through the use of the CNAME records and as part of the MailFrom exchange - once we migrate to sending from Amazon SES. The SPF TXT record should be redundant at that point. 

    1
  • Dilip Advani

    I am not able to find the domain_verification_code under channel -->email as there is no verifications menu there. Can anyone help

    0
  • Jalis Mahamud (Rahat)

    me too, not able to find the domain verification code

    1
  • Renee Morgan

    Dilip & Jalis,

    I had the same question and they opened a ticket.  I think these are just poorly written instructions.  The response was that my IT should create a TXT record to match the code zendesk gives in box 5. The domain verification value is the value in box 5. There is not a separate menu. 

    0
  • Tech PWN

    AWS Route53 has an SPF Record and

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

    is not valid. What needs to do for this case?

    0
  • Mike Purcell

    Just want to confirm. If we have the "Send email via gmail" option enabled, we are using the google connector, so we are not affected by this. Correct?

     

    1

Please sign in to leave a comment.

Powered by Zendesk