After setting up sucesfully to connect an external email address (not connect other).
My email address e.g. email@domain.com would forward to the ticket system.
What i would like to find out is when we reply to tickets that were originally emailed to email@domain.com will the from email address be email@domain.com or a zendesk
Hi
It will be the same email address when you reply - A good thing is to make sure that you have SPF and DKIM setup. Follow this guide to do that: https://support.zendesk.com/hc/en-us/articles/203683886-Setting-up-SPF-for-Zendesk-to-send-email-on-behalf-of-your-email-domain
Thanks for your reply.
I have looked over the link. I have set up a txt record however it has not yet verified. (it may be just updating)
Here is my current situation -
I have set up the forwarding of emails etc, i have sent a few tests and they are being logged as tickets and ticket responses are being emailed over fine.
However i am now trying to set up the txt record.
The email address i have set up to forward to zendesk is email@subdomain.domain.com
i have amended the txt record for subdomain.domain.com and not for domain.com.
Is this correct or would both need amending?
Hey There,
When referring to the TXT record, are you speaking of the SPF record?
If so, that will need to cover the domain as a whole, rather than just the subdomain -- I am not aware of any domain registrar that allows you to set records for just a subdomain..
The TXT record must reference mail.zendesk.com as the article Carsten provided states.
From there, you will go back to Admin >> Channels >> Email and click "retry" once the record has been updated. Please note it can take up to 4 hours for the record to fully publish to the web.
To ensure your record is properly formatted, I recommend using a tool such as Mxtoolbox.com to ensure it is published correctly.
Hope that helps!
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