Issue symptoms
After adding the external support address to Zendesk Support, the email address is not verified. I see the error message Forwarding check failed.
Resolution steps
Verify that the forwarding rules within your email domain are set up correctly. The verification error is caused by a ping that is sent from your Support account to the linked support address. If forwarding is set up correctly, the ping returns back to the account. For more information on forwarding your email to Zendesk, see the article: Forwarding incoming email to Zendesk Support.
If the forwarding is set up correctly in your account, but you receive an error for the SPF record check, make sure that there is an SPF record set up for that address.
The SPF record is not required for Zendesk to send outgoing notifications. The SPF record allows Zendesk to send emails from your domain. In the absence of an SPF record, the email will show as originating from Zendesk. For more information, see the article Allowing Zendesk to send email on behalf of your email domain.
If the error message persists after completing the steps above, contact your email administrator or email provider for further assistance.
If you would like to reevaluate your email setup and start over, click on the button below to navigate to our in product guide.
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