Support email security enhancements Follow

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5 comments

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    Jeremy Flanagan

    We have a few new aliases that users can email that are not yet verified in Zendesk. Will this new flow affect these at all?

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    Max McCal

    Hey, Jeremy -

    It shouldn't. I'm not sure what exactly you mean by "verified in Zendesk", but the only way you'll be impacted is if they fail a DKIM check.

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    Jeremy Flanagan

    Thanks, Max! To clarify, we have several aliases new to users that are just recently added to Zendesk. They are configured correctly and currently generate tickets in the intended flow, but have hot yet past the "verifications" test in the channel setup interface.

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    Max McCal

    Hey, Jeremy - 

    Nope, you're all good. If your new support addresses aren't passing validations it means either they aren't creating tickets because forwarding isn't set up (sounds like you're good on that front), or you don't have an SPF record set up (which is similar to DKIM, but unrelated). This is about whether any individual email we receive passes the DKIM check.

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    Max McCal

    For anyone following this, we've halted rollout and turned the feature off. There was an unexpected result of this change that we're investigating. We are still committed to preventing Zendesk accounts from receiving unsafe email, but we need to make sure that safe email is not suspended whenever possible.

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