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How to stop Freshdesk emails going to junk

Last modified on Wednesday, May 8, 2024

2 minute read


Authenticating Freshdesk Emails with DKIM

Why are my Freshdesk emails going to Spam?

If you have a problem with Freshdesk emails going to spam, that is, going to the junk folder of your recipients, then it is very likely an issue with your email authentication. Emails failing authentication, be they failing SPF, failing DKIM, or failing DMARC is common, as SPF, DKIM, and DMARC are often not properly implemented by domain administrators. Often, the main cause of Freshdesk emails being blocked is due to the Freshdesk emails failing DMARC, which in the case of Freshdesk, is usually due to a misconfiguration of DKIM.

How to stop Freshdesk emails going to Junk.

The first step to preventing Freshdesk email going to spam is to retrieve a failed message and access its header information. This will allow you to quickly diagnose whether any authentication issues such as DKIM or DMARC are flagging your email as spam, instructing the recipient sender to move it to junk. Simply paste the email headers into our free Stellastra Deliverability Tool, which you can use freely with no log in required. Our deliverability tool should allow you to avoid Freshdesk emails from going to spam, or at least rule out authentication as the issue.

How to remove 'via freshdesk.com' or 'on behalf of freshdesk.com'

Another example of where a Freshdesk DKIM misconfiguration is to blame, is if your recipients report seeing the message as 'via freshdesk.com' or 'on behalf of freshdesk.com' and that the emails typically end up in spam or junk. The Stellastra Email Deliverability tool above will confirm this prognosis, however, you may also wish to configure DKIM for Freshdesk by logging in to your Freshdesk account to check to see if you have followed the following article to configure your Freshdesk dkim setup to authenticate your domain.

How to stop Freshdesk Failing DMARC

To ensure that your Freshdesk campaigns pass DMARC and get delivered to your prospects, it is important to ensure that DKIM passes authentication for your domain. A common mistake is to sign an email with Freshdesk DKIM keys. However, in order for Freshdesk email to pass authentication for your own domain, it is necessary to use your own DKIM keys as per Freshdesk's own guide. If you wish to verify the above, paste the message headers for a failed Freshdesk message into our Freshdesk email testing tool

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