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Your domain is typically used for sending standard emails, including those from Zendesk.
Please note that you cannot use the same domain configured in Zendesk (for example, support.yourdomain.com), as Zendesk’s mail server settings will already be applied to it.
We recommend setting up a separate subdomain/custom domain (for example, forwarder.yourdomain.com) to be used by Forwarder for sending and receiving emails.
1. Open any Zendesk ticket > locate Forwarder in the sidebar > click "Configuration":
2. Enter custom domain/subdomain (e.g. forwarder.oapps.com in this example) and click "Save";
3. Reload the sidebar page so that the dns-records can be generated:
4. Open the Forwarder app again and download dns-records:
5. Send this file to your web admin, or use the DNS management tool provided by the service you use. We use the same Amazon SES service as Zendesk, so there will be links to amazonaws.com.
The file includes 5 DNS records: 1 MX for inbound mail routing, 1 TXT for domain verification, and 3 CNAME records for digitally signing outbound e-mails.
Please note that not all DNS management tools support adding records for subdomains. If you’re unable to configure these records, contact your DNS provider’s support team—they should be able to assist you.
As an example, the configuration in Amazon Route 53 for supportteam.peoplobus.com looks like this:
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