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To decrease the number of spoofed emails and spam you receive, you can add an additional layer of security to your inbound emails by turning on authentication with SPF, DKIM, and DMARC.
  • 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.
Important: Turning on this type of authentication can lead to more cases where emails from unauthenticated workflows or senders may end up in your Suspended tickets view.

This article includes the following topics:

  • Turning on sender authentication
  • Checking for false positives

Related articles:

  • Understanding and managing suspended tickets and spam
  • Viewing, recovering, and deleting suspended tickets
  • Guidelines for reviewing suspended tickets
  • Setting up suspended ticket notifications
  • Support tip: What does "Detected as spam" mean?

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

  1. In Admin Center, click Channels in the sidebar, then select Talk and email > Email.
  2. Scroll to the Authenticate emails received with SPF, DKIM, and DMARC alignment section and select Enable.

  3. 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.

  4. 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.

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