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SPF and DKIM setup for FreshService/Freshworks





Freshservice, developed by Freshworks, is a modern and intuitive IT Service Management (ITSM) solution designed to simplify and enhance IT operations.


This instructional article will demonstrate the FreshService configuration process of Sender Policy Framework (SPF), DomainKeys Identified Mail (DKIM) Signatures to ensure FreshService passes the DMARC alignment check and eliminate spam from your domain and increase security.


The process of configuring SPF and DKIM:

  1. Log in to your FreshService platform.
  2. Navigate to Admin > Channels > Email Settings and Mailboxes.
  3. Go to New Email Settings and add the email address associated with the domain you want to authenticate.


4 . After saving, the email will appear on your dashboard with a Not Validated status. Click Verify Domain to begin the configuration process.

5. Click Get Started to generate the required SPF and DKIM records. FreshService will provide four CNAME records, which must be added to your DNS zone.

6. Copy and paste the four CNAME records into your DNS zone and save them.

(Screenshot below will show you the example of the records. We’ll be using CloudFlare for this example).


Important: Disable the Proxy Status and set it to DNS Only.

DNS changes may take some time to propagate across the internet.


7. Once the DNS changes have propagated, return to your FreshService dashboard and click Verify. If the records are correctly set up, the status will change to Verified, and your domain will be authenticated.

 

Important note: If the provider recommends publishing also a DMARC record, there’s no need to do so if you already have a DMARC record in place, as each domain can only have one DMARC record.

That’s it! You’ve successfully authenticated your outgoing mail stream from FreshService using SPF and DKIM. Your emails are now more secure and less likely to be marked as spam.