- Sender Policy Framework (SPF) is a path-based email authentication technique.
- DomainKeys Identified Mail (DKIM) is a signature-based email authentication technique.
- Domain-based Message Authentication, Reporting, and Conformance (DMARC) is a technical specification that allows email message senders and receivers to cooperate and better detect when messages don't originate from the internet domain they appear to represent.
This article includes the following topics:
Related articles:
Turning on sender authentication
SPF, DKIM, and DMARC alignment, also referred to as sender authentication, is managed on the Email page in Admin Center.
To turn on sender authentication
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Email. - Scroll to the Authenticate emails received with SPF,
DKIM, and DMARC alignment section and select
Enable.
- Select Default or Enhanced.
When Enhanced is selected, DMARC authentication is supported for emails sent by agents and emails sent to native Zendesk support addresses.
- Click Save at the bottom of the page.
Most emails that don't pass this type of authentication are suspended. You can view them in your Suspended tickets view. Tickets suspended for failing to pass SPF or DKIM authentication have Failed email authentication as the cause of suspension.
Checking for false positives
After you turn on this feature, it's important to monitor your Suspended tickets view regularly for false positives. Valid emails that are suspended can indicate an issue with the sender’s authority or with your auto-forwarding workflow.
To check your Suspended tickets view
- In Zendesk Support, click the Views (
) icon in the
sidebar and then click the Suspended tickets view.
If you find that many valid emails are suspended, turn off this feature and contact Zendesk Customer Support.
10 comments
HenaMathew
Is it possible to whitelist certain domains?
0
Zsa Trias
Hello HenaMathew,
Yes, you can add domains to your allowlist and blocklist on the Admin Center.
Just navigate to Configuration > End users where you will find these settings.
Reference: Using the allowlist and blocklist to control access to Zendesk Support
1
Phil Gooch
Hi there, rather than block a list of FROM: addresses, we need to block from specific incoming domains for example:
Is this possible?
0
Christine
To blocklist specific domains, here's a sample of what you can put in the Blocklist field with that sample domain above:
In this sample, everyone can access your Zendesk account except users sending email from
bademail.comdomain.See Allowlist and blocklist usage examples.
0
Ramses SKP
Hello, we are having a spam problem. Even with SPF-, DKIM- en DMARC checks enabled. Would it be possible to block foreign users from mailing us? We only have Dutch customers. Thank you.
0
Dainne Kiara Lucena-Laxamana
Hi Ramses SKP
Unfortunately it's not natively possible to block countries from sending Email to your Zendesk Support Address. If you have your own (external) support address, your Email provider may have a function to block countries. That would prevent tickets from getting forwarded to your Zendesk support address & creating tickets.
0
Ramses SKP
Even after having Authenticating incoming email (SPF, DKIM, DMARC) enabled we still receive several spam tickets per day.
This is something new and it started about a month ago.
How can we stop this? Is it possible to add a recaptcha to our forms?
Can you help by impoving or enforcing a honeypot?
Please see attachment. Thank you.
0
Paolo
If the Authenticating incoming email (SPF, DKIM, DMARC) has been enabled and you are still receiving spam tickets, it's likely that these spam tickets are coming from a different channel. For us to better assist you here, we need specific samples. I highly recommend reaching out to our Support Team and provide as much information as possible. More information here: Contacting Zendesk Customer Support
Best,
0
Jani Oksanen (Genelec)
We are also receiving this kind of spam as Ramses mentioned. We hope Zendesk could find solution. I have tried so many time with support, but I'm getting frustrated.
And not only that kind, but one e-mail is also getting spam like below:
I would hope that Zendesk would reach out to their 3rd party provider for the spam filtering, and improve on this.
0
Sean Cusick
We are happy to announce an update of this feature. We have added an Enhanced mode that we recommend accounts enable, particularly if you are receiving unauthenticated spam at the native Zendesk addresses (support@subdomain.zendesk.com). This new setting applies stricter authentication to traffic arriving directly at your Zendesk account.
0