Plan requirement
| Subscription | Any plan |
| Access | Admin |
Replies should come from your address, not from a Zendesk one. That takes verification, and it is worth doing properly.
What the customer sees
Without verification, your replies can arrive showing a Zendesk address, or showing your address with a note that it was sent on behalf of another domain. Both look wrong to a customer and both reduce trust in the message.
With SPF and DKIM in place, the reply comes from you.
Set it up
- Put the SPF record in your DNS first:
v=spf1 include:mail.zendesk.com -allfor a domain that sends only through Zendesk, or add that include to the record you already have. - Add the DKIM records Zendesk shows for that domain.
- Then add your support address in Admin Center. Zendesk checks the SPF record automatically at that moment, which is why the order matters: add the address first and it fails its own check, and you come back to it.
- Send a test to an outside address and inspect what arrives.
Inspect a real message
Send to an address on a large consumer mail provider and look at the message in that inbox. Check the sender line, and check whether the provider shows any warning about the sender.
That is the only test that tells you what your customers experience. A message that looks right in your own inbox may look different elsewhere.
Check again after any change
DNS changes, domain moves and mail migrations all break this quietly. After anything that touches your domain, send yourself a test from Zendesk.
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