Zendesk recently announced that we will be migrating our products from data centers around the world to Amazon Web Services (AWS) and that we will be using the Amazon Simple Email Service (SES) platform to better serve our customers.
This announcement is a reminder about the migration and includes answers to some frequently asked questions. It will help you understand why this is happening, what you need to do to prepare, and what you can expect during the migration. These questions and answers are included:
- What are the benefits of this change?
- What do I have to do?
- How do I verify that we've made this change?
- What will happen if we don't make this change?
- I have more questions. Where can I get help?
For more information about this migration, see these related announcements and articles:
What are the benefits of this change?
The adoption of the Amazon SES service has proven benefits such as enhanced abuse protection, account segmentation based on reputation, and a more scalable framework to meet your demands. Migrating to Amazon SES will improve the reliability of mail for our customers, and also allow us to build additional features such as providing feedback on deliveries, opens, clicks, and sends.
What do I have to do?
If Zendesk sends email on behalf of your domain, there are some important changes that you need to make to the authorization process because we will be using Amazon SES.
If you are affected, you received an email about this because your account was identified as one that needs to make some adjustments. You must make these changes by April 30, 2019 to avoid changes to the way your customers receive emails from you.
How do I verify that we've made this change?
If you completed the steps described in Verifying your domain, then you have made the necessary changes and your preparation work is done.
What will happen if we don't make this change?
If you don't make this change by April 30, 2019, these things will happen:
Without a Domain Verification record, we cannot send mail on behalf of a customer's subdomain, so any emails that your customers receive would show as being sent from *your_subdomain_here*.zendesk.com.
Without a CNAME record, your customers will see sent via Zendesk on some email clients such as Gmail.
I have more questions. Where can I get help?
As always, you can reach out to our Support team at firstname.lastname@example.org, if you have additional questions.
Thank you for your continued support of Zendesk as we work to create a more reliable and robust experience for you and your customers.