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Allow zendesk to use domain to send emails
Closed, ResolvedPublic8 Estimated Story Points


Zendesk currently sends out emails to our customers using zendesk domain.
Would like to have zendesk brand our emails with the domain.

Please setup the domain to be used for emailing via zendesk.
Here is some of the information that will be needed to set that up. If any more information is needed please contact @creynolds for info.

  1. SPF & DNS TXT intel:

		a. TXT v=spf1 ?all
  1. need to forward ==>
  2. DKIM intel:
		a. CNAME (should be correct)

chuck added the email to ZD admin here: (Admin > Channels > Email) once done you can check validation there.


Other Assignee

Event Timeline

HShaikh changed the task status from Open to In Progress.Nov 14 2022, 2:09 PM
HShaikh assigned this task to Gauthier.kanku.

Context for reference.

  • @HShaikh for DNS / IT specific help
  • Amy Mueller for ZenDesk admin specific help

After consultation with @HShaikh and @creynolds AWS SES with lambda functions will be used to forward emails to zendesk email address.

An investigation will be done by Alex to see if there are any issues on the IaC MR. Expecting that sometime this week.

VoeTheDon changed the point value for this task from 3 to 8.Dec 7 2022, 7:07 AM

Changing points to 8, since ses forwarding required significant IaC configuration and testing on local environment.

@AMuller-WMF @creynolds Email Forwarding for working, SPF and DMARC correctly setup, but not sending email on behalf of wme_support despite SPF and verification records being verified by Zendesk.

Reedy renamed this task from Allow zendesk to use domain to send emails to Allow zendesk to use domain to send emails.Dec 12 2022, 2:07 PM
Reedy updated the task description. (Show Details)

After contacting Zendesk Support, an agent advised to use "Select Address" App on the Zendesk app store and use it to change the default from-address. The Zendesk "Select Address" app was installed and the from-address is now changed to our custom email.

VoeTheDon reopened this task as Open.