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Allowing Zendesk to send email on behalf of your email domain



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Sean Cusick

Zendesk Product Manager

Edited Jan 10, 2025


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43

43 comments

could you please also link in other domains ? many thanks brett

 

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Brett Bowser

Zendesk Community Manager

Hey Support,
 
Can you share the email provider you use? That would help narrow down the instructions you need to remove the email forwarding.
 
Let me know!

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Hey Support,

We're looking at a way to use email addresses as our sender address without it becoming one of our standard support addresses in Zendesk. Is there a way to do this?

Thanks in advance!

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You should update this part of the documentation:
Having multiple SPF records will invalidate the SPF configuration for the domain. The part from Zendesk MUST be merged with the existing SPF record.

If you've already set up an SPF record for another purpose, you can simply add a reference to Zendesk to it. The SPF specification requires that you only have one SPF record on your domain. If you have multiple records, it may cause issues, and cause rejections of your email.

For example, instead of having two separate records, such as v=spf1 include:_spf.google.com ~all and v=spf1 include:mail.zendesk.com ~all, you can combine them into one, like this:

 

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Years ago, Zendesk customers were asked to create a collection of new hostnames as preparation for migrating to Amazon SES I think.

zendesk1.<customerdomain>
zendesk2.<customerdomain>
zendesk3.<customerdomain>
zendesk4.<customerdomain>

What happened to those migration plans? Can we delete those records again ?

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Gabriel Manlapig

Zendesk Customer Care

Hi Neda,
 
As of the moment, there's no out of the box way to do this. The only way to choose an address is by using the select an address app (this option still required you to add your email address as a support address in Zendesk) or setting received at address via API tickets.
 
From our API documentation, the "recipient" parameter defines the email address where the notifications for a ticket come from. Essentially, it is the outbound email address.
 

 
With that, you can simply add the "recipient" parameter to your POST request to create a ticket. Please see the sample payload below.
 
POST https://subdomain.zendesk.com/api/v2/tickets.json
{
"ticket": {
"subject":"Test Subject Recipient",
"comment": {
"public": true,
"html_body": "Hello there, this is a test!"
},
"recipient":"no_reply@account.com"
}
}
 
I hope this helps you out. Thank you!
 

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Kristie Sweeney

Zendesk Documentation Team

henrik Thank you for the call out in the documentation! I am working with the engineering team to update that section of the article.

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What about when a requester submits a ticket via the helpcenter? Will this allow for our email address to be the email used when the ticket is created?? We really don't want the “domain.zendesk.com” to be on the automatic notifications to the requester when a ticket is opened via helpcenter.

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Hi, I am seeing error as “SPF does not include Zendesk Support”. For DNS and Forwarded, it is verified.
I need clarification if I am adding SPF record correctly.
For example: I have domain as dikshant.com and I have added support.dikshant.com in zendesk to send all email with this domain. I have other spf records already for my main domain. Should I add zendesk SPF in root domain or it should have separate TXT record with subdomain  as support and values as Zendesk SPF.

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Hi, i am trying to complete the set up to Allow Zendesk to send email on behalf of our email domain process, however I keep getting a message that the email is already used by support, see attached screenshots. 

 

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ERROR

Be careful this is wrong :

Note: Your domain will be automatically appended to zendeskverification. If your domain is used in more than one Zendesk account, your TXT record can include all of the verification codes, separated by a space, up to 255 characters.

 

You have to do 2 separate DNS records and not separate them by a space for it to work. Confirmed by Zendesk Support (Support Tech Engineer Principal Tier 3)

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Kristie Sweeney

Zendesk Documentation Team

Hi Max! Thank you for letting us know about the incorrect information. I updated the article to state that if your domain is used in multiple Zendesk accounts, you must add a separate TXT record for each account.

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Hi Kristie Sweeney or Gabriel Manlapig,

 

What about when a requester submits a ticket via the helpcenter? Will this allow for our email address to be the email used when the ticket is created? We really don't want the “domain.zendesk.com” to be on the email used for automatic notifications to the requester when a ticket is opened via the helpcenter.

 

Also, does this now work for side conversations as well? Currently all side conversations are sent using the "domain.zendesk.com" address and it's incredibly frustrating that this happens and we aren't able to fully private label. Thanks!

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