Allowing Zendesk to send email on behalf of your email domain

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14 Comments

  • Richard Haycraft

    Hello,

    I'm going quietly nuts trying to do the Zen verification.

    The instructions in this article don't appear to be correct or I'm missing something.

    I've set up mail mail redirections and they work but the replies come back from ourdomain.zendesk.com. We want them to come back from ourdomain.com.

    I've also set up the SPF record and it appears to be OK.

    The trouble is that I can't find the domain verification value and I get stopped here
    Where do I find the "see details" part ?

    Many thanks

    Richard

    1
  • Sergei

    Hi Richard,

    "See details" button can be seen on a screenshot for step #3. It is located in Email menu, for each private support email address added. 

    I will duplicate it here, just in case: 

    This should reveal verification number required to finish setting up SPF. 

    0
  • Richard Haycraft

    Thanks Sergei for your answer.

    I'm just making deductions here but maybe you can confirm.

    We haven't added an email address for support. Our email is support@ourdomain.zendesk.com.
    I can't add our support address because it's been used as the admin email address.
    So if I change that and add our support address (as I believe I should), will I then get the "see details" dropdown ?

    Many thanks,

    Richard

    0
  • Sergei

    Richard,

     

    That is correct. You cannot add agent's email address as your support address and vice versa. 
    After you will add required address in Email menu, you will see options to confirm forwarding (if applicable) and DNS setup button, as shown on my last screenshot.

    See this article on how to add private support addresses, in case this will come handy.

     

    Regards

    0
  • Richard Haycraft

    It works ! :)

    Thanks Sergei

    0
  • Derek Yanoff

    My SPF record will not verify. If I understand this article correctly we should add the following as a value in a TXT record: 

    v=spf1 include:mail.zendesk.com ?all

    What should the name of that TXT record be? Also, if the name should just be our base domain or "@" but we already have records with those names, what should we do?

    For reference we are using AWS Route 53 to manage our DNS.

    0
  • Etienne Adriaenssen

    Email sending stopped working without notice and all configuration look fine. Disable send via gmail didnt help. What to do aaaaa!

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  • Brett Bowser
    Zendesk Community Manager

    Hey Etienne,

    Can you confirm that your default triggers are still enabled under Admin>Business Rules>Triggers? More information here: About the Support default triggers

    Are emails still generating tickets in your account? Or is the issue that your agent responses are not making it back to customers?

    Any additional information can help us point you in the right direction :) 

    0
  • Craig Rodrigues

    @... I am working with a Zendesk setup, and following these instructions: https://support.zendesk.com/hc/en-us/articles/203663336-Adding-support-addresses-for-users-to-submit-tickets

    we have it set up so that the support address is support@mydomain.com .
    This works fine, and the e-mails generated by Zendesk have:

    From: mysetup <support@mydomain.com>
    Reply-To: mysetup <support@mydomain.com>

    The e-mails are being sent out properly, but some of our customers are finding these e-mails in the SPAM folder.

    I analyzed the e-mails in my customer's SPAM folder and see:

    SPF: PASS 
    DKIM: 'PASS' with domain zendesk.com
    DMARC: 'FAIL'

     

    DMARC is failing because DKIM/SPF is not aligned with the Reply-To: address.

    When sending e-mails, is it possible to get Zendesk to sign the e-mails with DKIM/SPF for mydomain.com instead of zendesk.com?

    When my customer's e-mail system sees SPF signed for one domain (zendesk.com), but From: and Reply-To: contains another domain (mydomain.com), then this fails DMARC and gets flagged as spam.

    1
  • Russell Chee
    Zendesk Customer Care

    Hey Craig,
    Thanks for reaching out to Zendesk Support, I hope you are doing well!
    I'm sorry to hear that you are seeing an issue where some of your end-users are seeing your responses from your Agents arrive into their spam folder. I would like to create a ticket on your behalf so we can explore this a little more in depth. Please keep an eye out for the ticket and speak soon!

    0
  • Sten Olsson

    Hi. 

    When trying to verify forwarding our support mail address, the forwarded mail is not accepted by our Zendesk domain support mail. The message comes back saying: 

    ==========

    Delivery has failed to these recipients or groups:

    "Our sending/forwarding email address here."

    Your message wasn't delivered because the recipient's email provider rejected it.

    Diagnostic information for administrators:

    Generating server: AM0PR0302MB3316.eurprd03.prod.outlook.com

    "Our sending/forwarding email address here."
    Remote Server returned '550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance. AS(7555)'

    ==========

    "Your organization does now allow external forwarding."
    Is that our organization in Zendesk? If so, have I missed to make some setting right for this to work?

    Support address works, SPF works, the DNS settings work, all verified. 

    Thanks in advance. 

    Best regards, Sten

    0
  • Sean Cusick

    Hi Sten, you must address this issue with your domain admin or provider. This is a restriction at your end. We do not have any inbound acceptance restrictions and we did not respond with this message:

    Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance.

    - Sean

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  • Erwin R
    Hello Sten, just to add to what Sean said about the issue you are experiencing I found this article that is related to the issue you are experiencing based on the error: Remote Server returned '550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance. AS(7555). We have this article related to that error https://support.zendesk.com/hc/en-us/articles/4408822468506. You may use this as reference for your domain admin or provider to work on the error you are getting.

    All the best,
     
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  • Sten Olsson

    Hi Sean, Erwin, 

    Problem solved at our end, it was the Outlook 365 server who did not approve forwarding of e-mails outside our domain. 

    Thank you very much for your help. 

    Have a nice day. 

    Best regards, Sten

    0

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