After adding the external support address to Zendesk, the email address is not verified and is displaying a yellow or red warning.
- Was able to add an external address within the Email Channel.
- The system is unable to verify your forwarding and/or SPF settings.
The first step in troubleshooting this issue, is to verify that the forwarding rules within your email domain are setup correctly. The verification error being rendered is due to a ping that is sent from the Support account to the linked support address. If forwarding is setup correctly, that ping should be returned back to the account. This will result in the forwarding being verified within your account, which will resolve the error. For more information on forwarding your email to Zendesk, see Forwarding incoming email to Zendesk Support.
If the forwarding is setup correctly in your account, but you are receiving an error for the SPF record check, you will want to ensure that there is an SPF record setup for that address. The SPF record is not required for Zendesk, to send outgoing notifications as the system will simply send out notifications from a Zendesk server. For more information on setting up an SPF record, see Setting up SPF for Zendesk to send email on behalf of your email domain.
After you have completed the steps mentioned above, you can click 'Retry' in the warning's dropdown. If the forwarding and SPF record are setup correctly, and you are still receiving an error, we recommend reaching out to your mail admin or email provider for further assistance.