Note: DKIM is not applicable if you have a custom mailbox.
Digitally sign emails from your helpdesk with your domain name(s) and build your brand identity in all your communication with customers. Freshdesk now supports DKIM (Domain Key identified Mail) thereby being DMARC (Domain-based, Message Authentication, Reporting, and Conformance) compliant, making your organization capable of authenticating your communication with your customers.
DKIM generates a signature, which is attached to the message while in transit, to verify the authenticity of the message source. This signature is associated with the organization’s registered domain name. On reaching the destination, if the message has its signature validated, then the source of the mail is verified. Hence no one can send emails impersonating your organization and support emails sent by Freshdesk on your behalf will not get marked as spam.
Quick guide to setting up DKIM in Freshdesk
To set up DKIM you need to first update your DNS records with the Freshdesk domain key so that it can be located and used for verifying signatures.The UI and terminology might change across different domain registrars but the essential setup would remain more or less the same. Follow the procedure below to spoof proof your support emails:
Login to your Freshdesk account as an admin.
Go to Admin > Support Channels > Email Settings > DKIM Settings.
Copy the system generated settings (4 CNAME records) to publish in your DNS server/domain provider’s account. This is a one-time configuration step per domain name.
Note: In case you have configured the same records for other applications, please feel free to reach out to Freshdesk Support. If you are using GoDaddy, remove the domain name (under 'Host Value') before verifying the records inside Freshdesk.
To update your DNS records with the Freshdesk domain key (In your domain registrar):
Login to your domain registrar’s control panel with the credentials used to register your domain name.
To change the DNS records, locate and click on the option called Manage DNS, Name Server Management, DNS Management or Advanced Settings.
- Look for an option to create a CNAME record.
- Add the values copied from your helpdesk into the new CNAME record.
- The above steps have to be repeated individually for each domain in case of multiple domains. For eg., firstname.lastname@example.org and email@example.com will require only a single setup but firstname.lastname@example.org and email@example.com will require a repeat of the setup individually for both emails.
- Once you have completed the setup, you need to verify it in Freshdesk. In your helpdesk, click on Verify at the top right corner under DKIM Settings to make sure that the DNS settings were published right.
Note: There could be a propagation delay (maximum 48 hours ) for verification. Once verified, the system will send an email to the Admin stating that the DNS settings were verified for the particular domain.
After verification (In Freshdesk):
Once DKIM is verified for a particular domain, a tick/cross against the DNS settings inside your helpdesk will indicate the status.
- An email is sent to the account admin when the verification is complete in the backend. One email is sent for each domain name you have configured.
- To remove your DKIM settings, click on Remove against each domain, which will remove the CNAME records for that domain.
Note: You can configure up to 2 domains with DKIM if you are on the Blossom or Garden plans, while on the higher plans, you can configure an unlimited number of domains with DKIM, as required. If you have been on the Sprout plan prior to January 2017, you will be able to configure up to 2 domains with DKIM. Sprout plan users who have signed up post-January 2017 can configure only one domain per account. We support DKIM signing only when emails are sent via SendGrid.