Hi!
I'd like to "hide" the Zendesk e-mail addresses from e-mail traffic. I realize this implies allowing Zendesk to send e-mail on behalf of our domain, but I'm not entirely sure how to achieve that, let alone how to do that with Office 365 ... I've also found no solid documentation describing the procedure.
Is this possible? If so, where is this documented?
Thanks!
Hi @Diego Rivera
Just follow the documentation!
We have such a setup since 2016, so it is doable.
You need someone with DNS and Mail Admin capabilities in order to set up SPF, DKIM and DMARC properly. Keep in mind that those are all technologies that impact all of your enterprise, not just Zendesk; you can't set up SPF for Zendesk only.
What we did is that our incoming address is actually a mailing list in Office 365 which distributes the incoming mails to both the Zendesk incoming mail address and a shared mailbox which serves as the archive.
Especially when starting it is nice to have all mails in their original format available directly.
For the outgoing mails, we have configured Zendesk to send all outgoing tickets to another shared mailbox of ours in addition to the actual recipient. This is configured in Admin, Settings, Tickets, Email Archive.
Depending on the volume of tickets you handle/expect, don't forget to set up purge policies in order to prevent overflowing mailboxes.
Yours truly
Peter
@Diego Rivera
One more information:
The documentation is pretty extensive. Use the various entries (like first steps) and the search facility on
https://support.zendesk.com/hc/de/categories/360001735874
to get your bearings.
Best of luck and success!
P.
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