Allowing Zendesk to send email on behalf of your email domain

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32 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
  • Sergey
    Zendesk Customer Care

    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. 

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  • 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

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  • Sergey
    Zendesk Customer Care

    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.

    1
  • Etienne Adriaenssen

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

    1
  • 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 :) 

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  • 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

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  • 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,
     
    0
  • 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

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  • Di Wang

    Hello, I am running into a strange error of "Forwarding Check failed" for our support email address.

    Please see attached photo

    SPF record and DNS record are fine.

    If I try to re-verify forwarding, the same error just keeps repeating itself.

    This issue is only happening when I set Barracuda ESS as the outbound smarthost in our gmail settings. 

    As soon as I remove Barracuda as outbound smarthost, I will get the green "Forwarding verified" message again

    Any suggestion on what might be causing the issue here?

     

    0
  • Josh
    Zendesk Customer Care
    Hi Di Wang!
     
    Thank you for reaching out to us.
     
    Based on the information you have provided - it seems there is a tight security with Barracuda that blocks forwarding. The forwarding verification is failing might be because of authentication on the smart host and doesn't allow it to forward emails to Zendesk.
     
    I would highly suggest reaching out to them.
    0
  • CJ

    These instructions seem mangled? 

    "Locate the DNS records (located outside of Zendesk) for your Support address, then click See details to see the domain verification value. See the illustration below for an example." 

    There's no illustration below this step, and I assume you're not talking about inside the DNS records that there would be a "see details". This appears to be separate steps that are not related smushed together, and there's no action listed for this step. 

    0
  • Nicholas Robinson

    I need help with email configuration. We have very unique requirements. Can someone reach out to me around email options?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Nick. You can contact Zendesk Customer Support for help on issues specific to your account. 

    0
  • Caitlin Whitney

    - An email is sent from our customer to Support@OLDComanyDomain.com

    - This email address forwards to Support@NEWCompanyDomain.com (forwarding is configured with our email server).

    - Support@NEWCompanyDomain.com is a configured as one of our Zendesk support addresses, but not the default.  Forwarding is verified, SPF record is valid, DNS records set up correctly.

    - Support@OLDComanyDomain.com is not configured as one of our Zendesk support addresses, as we want to phase out this email address and discourage use.

    Results:

    -The ticket is created in Zendesk VIA our default support address and not via Support@NEWCompanyDomain.com

    - The email address Support@OLDCompanyDomain.com is added to the ticket on CC

    QUESTION: Why isn't this ticket being created via Support@NEWCompanyDomain.com even though the emails forward to this mailbox?  This is how it worked for us for two years prior to January 2022.

    Is there something we have to change in our Zendesk settings?  We have not made any changes to our email forwarding setup in years.  We've had a ticket open with Zendesk Customer Support for almost 2 months and they can't give us an explanation or solution, so I'm seeking help from other sources.  Thanks!

    1
  • Mark Hardwick

    Hi, I have setup my spf record, however I don't see a domain verification check for support@mydomain.com. If I try to add our support email, I get a message, that "This address is already used by Support." I'm looking in Channels->Text&Email -> Email. 

    Thanks

    0
  • Bonnie
    Zendesk Customer Care

    Hi Mark! You won't see a domain verification record in the user interface until the support email is actually added. The This address is already used by Support error means that the email address you are trying to add is already in use as an end-user or agent in your Zendesk account.

    You will need to search for the email address in your Zendesk and edit the email address value. For example, you can modify the email address of the user to backup_support@mydomain.com. After you make this change, you can add the support email to your Zendesk Email Settings page.

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  • Jen Caberio

    If DNS records are verified, is it necessary to add SPF record to avoid emails sent using external address ending up on spam folder?

    0
  • Bonnie
    Zendesk Customer Care

    Hi Jen! It is highly recommended that you add the Zendesk entry of include:mail.zendesk.com to the SPF record for your external email domains. SPF impacts the outbound email deliverability of your outbound Zendesk notifications considerably more than the DNS records verification setting.

    0
  • Eric Weiland

    Hi,

    My IT depertmant created a dedicated sub domain name zendesk.ourcompanyname.com , and we want to use that subdomain for sending emails from the Zendesk application.

    We appear to be having some difficulty however when in verifying the SPF though the DNS records are verified.

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Eric,
    For any unexpected behavior within our product, it will be better to contact support for one of our Advocate to investigate further. 

    0
  • Aviv Murlakov

    Having the same problem Derek mentioned here in the comments, which got no response

    What record name should the txt record be?

    https://support.zendesk.com/hc/en-us/articles/4408832543770/comments/4408851169946

    I have a TXT record under the record name @.domain.com

    which contained already one spf value, and added

    include:mail.zendesk.com

    as in the tutorial.

    but i cannot find it in dns lookups (when using lookup to domain.com it indeed resolves to the value I expect, which is defined in another TXT record with the name domain.com)

    Any idea?

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  • Dane
    Zendesk Engineering
    Hi Aviv and Derek,
     
    When it comes to the name, normally it's just @ or domain.com. However, it can change depending on the DNS host. You can coordinate with your DNS host to determine what is the name they are using for the TXT. We can only provide you with the actual value of the TXT record which you are already aware of.
    0
  • Support

    how do i stop an email forwarding into zendesk

     

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Support,
     
    You will need to log into your email provider and remove the forwarding rule from there so emails are no longer being sent to Zendesk. The location of this setting will depend on what email provider you use. If you're using Outlook, you can use these instructions for example: Turn on or off automatic forwarding in Outlook.com
     
    I hope this helps!
    0

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