Plan requirement
| Subscription | Any plan |
| Access | Admin |
Three DNS records decide whether your replies reach inboxes or spam folders. Two are required and the third is worth having.
What each does
- SPF lists who may send mail for your domain. Zendesk has to be in that list.
- DKIM signs each message so the receiver can verify it was not altered and did come from you.
- DMARC tells receivers what to do when the first two fail, and can send you reports.
Set them up
- Open Admin Center, then Channels, then Talk and email, then Email.
- Find the records Zendesk shows for your domain.
- Add them at your DNS provider.
- Wait for propagation, which can take some hours.
- Return to Zendesk and verify.
The SPF mistake
A domain may have only one SPF record. If you already have one for your own mail, Zendesk is added to it rather than published separately. Two SPF records is worse than none, because receivers treat that as an error and both are ignored.
Per domain, not per account
Each domain you send from needs its own records. Adding a second brand on a different domain means doing this again, and forgetting is why a new brand's mail lands in spam while the first brand's is fine.
Why it is not optional
Large mail providers increasingly reject or filter unauthenticated mail outright. Without these records a growing share of your replies never arrives, and nobody tells you: the customer simply thinks you did not answer.
DNS is often managed elsewhere in the organisation. Send us the records Zendesk gave you and we will help you and your DNS administrator get them right first time.
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