How to Set Up/Modify SPF for HelpScout
The following description addresses how to update a Domain Name Service (DNS) record to use SPF with your custom domain in HelpScout.
To utilize a custom domain, the HelpScout provider requires an SPF TXT record be added to the DNS record. This TXT record is then used by DNS to recognize email servers allowed to send messages on behalf of your custom/third-party domain. To determine whether a correspondence from the specified domain comes from an authorized messaging server, the recipient system relies on the implemented SPF TXT record. At that point, the message is either accepted, quarantined, or rejected by the email receiving system.
To implement SPF authentication for your domain, you will need access to your DNS records in the domain hosting account. Important: If you already have an SPF record, then you should modify that existing record. You must not have more than one SPF record.
For convenience, be sure to log in to your HelpScout account to verify your domain and copy your TXT records. HelpScout utilizes an include mechanism during the set-up process. For example, if you do not have an SPF record on your domain, the following scenario is the most common and would pass SPF:
v=spf1 include:helpscoutemail.com ~all
If you do already have an SPF record on your domain, simply add the following to it:
include:helpscoutemail.com
To create an SPF record for your domain name, follow these steps:
1. Log in to your domain host account
2. Navigate to your domain host’s DNS/Name Server management page
3. In TXT Value field, create a TXT record with the following specifications:
v=spf1 include:helpscoutemail.com ~all
4. Decide how you want to enforce SPF failures:
~all results in a soft fail (not authorized, but not explicitly unauthorized)
-all results in a hard fail (unauthorized)
?all is neutral (similar to no policy)
As shown above, enter your choice after v=spf1 include:helpscoutemail.com
5. Save changes
How to Set Up/Modify DKIM for HelpScout
DKIM is an industry-standard method for associating a domain name to an email so the recipient can validate the legitimacy of the message. Moreover, DKIM requires two CNAME records to be created in your DNS configuration. To set up DKIM for approved senders, follow the below steps:
1. Log in to your HelpScout account
2. Open a mailbox, then navigate to Connection Settings page
3. On Sending Email tab, expand DKIM section
4. First CNAME record should match values in Record 1 table (First Host value is Hostname; Suggested Target Value is Target Host)
5. Second CNAME record should match values in Record 2 table
6. After saving new CNAME records, return to DKIM section and click Test Settings to validate
7. Confirmation of DNS record update should occur within 24 hours
As a user of this outbound email provider, HelpScout customers are afforded DKIM signing because it supports that mechanism. By utilizing HelpScout’s self-service portal, you can manually set up DKIM at your convenience via CNAME records mentioned above. Overall, this HelpScout product provides beneficial components (e.g., DKIM signing, custom DKIM records, self-service set up with CNAME records) that result in a streamlined process.