Hello,

I'm submitting a ticket on behalf of Trust and Safety with regards to the Zendesk Ticketing instance that we are implementing.

They are interested in allowing Zendesk to send emails on behalf of our email domain(wikimedia.org) for the following addresses:

emergency@wikimedia.org
ca@wikimedia.org
trustandsafety@wikimedia.org

There may be additional teams/addresses(Talent and Culture, and Security have expressed interest) in the future that would like to utilize this functionality as well, however their emails have not been setup to forward into Zendesk yet(gone live with Zendesk).

By default, replies from Zendesk will be coming from a Zendesk support address(e.g. trustandsafety@wikimediats.zendesk.com). The teams would like these replies to use the same origin address that users are reaching out to(e.g. trustandsafety@wikimedia.org)

https://support.zendesk.com/hc/en-us/articles/203683886-Allowing-Zendesk-to-send-email-on-behalf-of-your-email-domain

Zendesk recommends that in order for this setup to work we would need to add Zendesk's mail server to an SPF record on the wikimedia.org domain.

For example, we could add the following:

v=spf1 include:mail.zendesk.com ?all

or if we already have an existing SPF record we can include Zendesk as an additional reference as well:

v=spf1 include:_spf.google.com include:mail.zendesk.com ~all

They also mentioned that we will need to add a TXT record to our DNS server that Zendesk will check to validate that Zendesk is able to send emails on behalf of wikimedia.org.

The DNS text record would need to be created for zendeskverification.wikimedia.org that contains the following value "9332ffbb3c7098a7"(as shown in the table below).

Please let me know if any further details are needed!

Thanks,
Peter