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Allow zendesk to use wikimediaenterprise.com domain to send emails
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Description

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

https://support.zendesk.com/hc/en-us/articles/4408832543770

		a. TXT v=spf1 include:mail.zendesk.com ?all
  1. need to forward wme_support@wikimedia.com ==> support@wikimediaenterprise.zendesk.com
  2. DKIM intel: https://support.zendesk.com/hc/en-us/articles/4408822303386-Digitally-signing-your-email-with-DKIM-or-DMARC
		a. CNAME zendesk1._domainkey.wikimedia.com (should be correct)

chuck added the email to ZD admin here: https://wikimediaenterprise.zendesk.com/admin/channels/talk_and_email/email (Admin > Channels > Email) once done you can check validation there.

Details

Other Assignee
VoeTheDon

Event Timeline

HShaikh created this task.Sep 22 2022, 6:24 PM
Restricted Application added a subscriber: Aklapper. · View Herald TranscriptSep 22 2022, 6:24 PM
Protsack.stephan moved this task from Incoming to To Be Estimated/To Be Discussed on the Wikimedia Enterprise board.Oct 11 2022, 6:34 PM
Protsack.stephan added a project: Wikimedia Enterprise DevOps.Oct 12 2022, 9:36 AM
Protsack.stephan moved this task from To Be Estimated/To Be Discussed to Estimated /Discussed on the Wikimedia Enterprise board.Oct 20 2022, 9:20 AM
Protsack.stephan moved this task from Estimated /Discussed to To Be Estimated/To Be Discussed on the Wikimedia Enterprise board.
Protsack.stephan moved this task from To Be Estimated/To Be Discussed to Estimated /Discussed on the Wikimedia Enterprise board.Oct 20 2022, 9:33 AM
Protsack.stephan triaged this task as Low priority.Oct 20 2022, 2:47 PM
Protsack.stephan set the point value for this task to 3.Oct 20 2022, 2:53 PM
HShaikh changed the task status from Open to In Progress.Nov 14 2022, 2:09 PM
HShaikh assigned this task to Gauthier.kanku.
HShaikh updated Other Assignee, added: Marcelo.castillo.Nov 14 2022, 2:12 PM
HShaikh moved this task from Estimated /Discussed to In Progress on the Wikimedia Enterprise board.
HShaikh updated Other Assignee, added: VoeTheDon; removed: Marcelo.castillo.Nov 14 2022, 2:14 PM
HShaikh added subscribers: Marcelo.castillo, VoeTheDon.
creynolds added a comment.Nov 28 2022, 5:52 PM

Context for reference.

  • @HShaikh for DNS / IT specific help
  • Amy Mueller for ZenDesk admin specific help
VoeTheDon added a comment.Nov 30 2022, 2:58 PM

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

AnnaMikla moved this task from In Progress to Merge Request on the Wikimedia Enterprise board.Dec 5 2022, 2:11 PM
VoeTheDon added a comment.Dec 7 2022, 5:30 AM

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.

VoeTheDon moved this task from Merge Request to Machine Readability PB on the Wikimedia Enterprise board.Dec 8 2022, 2:29 PM
VoeTheDon added a comment.Dec 12 2022, 2:01 PM

@AMuller-WMF @creynolds Email Forwarding for wme_support@wikimedia.com 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 enterprise.com domain to send emails to Allow zendesk to use wikimediaenterprise.com domain to send emails.Dec 12 2022, 2:07 PM
Reedy updated the task description. (Show Details)
VoeTheDon added a comment.Dec 19 2022, 1:01 PM

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 closed this task as Resolved.Dec 19 2022, 2:12 PM
VoeTheDon reopened this task as Open.
VoeTheDon moved this task from Machine Readability PB to Done Sprint 29 (17Nov-30Nov2022) on the Wikimedia Enterprise board.Dec 19 2022, 2:15 PM
REsquito-WMF closed this task as Resolved.Dec 19 2022, 2:18 PM
REsquito-WMF reopened this task as Open.
REsquito-WMF moved this task from Done Sprint 29 (17Nov-30Nov2022) to Done Sprint 30(Dec01-Jan11 2022) on the Wikimedia Enterprise board.
JArguello-WMF moved this task from Done Sprint 30(Dec01-Jan11 2022) to Done 31 on the Wikimedia Enterprise board.Jul 14 2023, 3:32 PM
JArguello-WMF closed this task as Resolved.Jul 14 2023, 3:36 PM
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