If you use a custom Email address and you want to send outgoing Email from the Deskpro servers, it’s important that you take some additional steps to avoid your helpdesk Email messages being wrongly flagged as spam.

Internet providers use anti-spam systems called SPF and DKIM, which compare the server that sends a message to the From: address. You need to modify your DNS to indicate that Deskpro’s Email delivery provider (SendGrid) is authorized to send Emails on your behalf.

Make the following changes to the DNS record of your domain, replacing yourcompany.com with your actual domain:

1. Create a CNAME for dpmail.yourcompany.com to sendgrid.net, for example: dpmail.yourcompany.com CNAME sendgrid.net.

2. Add a DNS TXT record for SPF, or modify your existing SPF TXT record, to whitelist SendGrid as a server allowed to send mail from your domain. Consult this SPF Record Syntax guide for full details. Here are some examples:

• Basic example: v=spf1 a mx include:sendgrid.net ~all - doesn’t whitelist a particular server, just means all servers are considered neutral (neither spam nor not spam).

• If you use Google Apps for Email:  v=spf1 a mx include:_spf.google.com include:sendgrid.net ~all.

• To whitelist an SMTP server:  v=spf1 a mx include:smtp.yourcompany.com include:sendgrid.net ~all.

1. Create the following CNAME records for DKIM:

• smtpapi._domainkey.example.com CNAME dkim.sendgrid.net.

• smtpapi._domainkey.dpmail.example.com CNAME dkim.sendgrid.net.

If you don’t know how to change your DNS configuration or don’t have the right access to do so, consider using a different Outgoing Email setting.

If your company doesn’t have an SMTP server, an easy alternative is to set up a Gmail or Google Apps Email account that is only for helpdesk messages.