Issues with blocked emails - mail domains and DMARC
Helpdesk in Easy Redmine Cloud solution uses email communication via tickets, managed by Easy Software's SMTP servers. However, this may conflict with DMARC, a widely adopted email validation mechanism that detects spoofed emails, as some Helpdesk features rely on mail spoofing for client communication.
Example of overcoming DMARC challenges
When a support agent in Easy Redmine sends an email via Helpdesk, DMARC verification may block the message if the SMTP server and the sender's domain do not match. Since many email services, including Gmail, use DMARC, some emails from your Easy Redmine Helpdesk may not reach clients, potentially causing communication issues.
Practical Example:
- Help desk setup - the sender of the email is the user (i.e., a user with your company's domain).
- However, the SMTP server on the cloud belongs to the company and domain Easy Software.
=> The server domain and the sender domain do not match => the recipient's server might block it.
How to solve it on Easy Cloud
To solve DMARC-related email delivery issues in Easy Redmine Helpdesk on Easy Cloud, you can:
Quick fix: Change the Helpdesk mail sender to Default from mail notification or Default from mail notification with metadata (which contains the name of the user to make it more personal), and set the notification email address to a form like @notifications.easysoftware.co (which is set like this be default).
Stable (long term) solution: Configure the Sender Policy Framework (SPF) by adding include:spf.mailing.easy.cz to your SPF record, allowing Easy Cloud SMTP to send emails from your domain without being blocked by DMARC.
Ultimate solution: Use your own SMTP server to eliminate domain conflicts, though this is more complex and may have limitations.
How to solve it on server solution (on-premises)
To sum up, the solution on your server already requires you to configure your own SMTP. Therefore, you have most likely already avoided this problem. In this case, you may want to verify your SPF records that all your relevant domains are allowed.
Navigating email security challenges with Easy Redmine Cloud
Due to tightening security standards, Easy Redmine Cloud faces challenges with email delivery through Easy Software's SMTP servers, particularly with DMARC validation. To address these issues, you can quickly adjust Helpdesk settings, implement SPF records for better compatibility, or use your own SMTP server for a comprehensive solution, though the latter is more complex.
For more detail go to the following news article : Ensuring Helpdesk email deliverability: How to overcome DMARC challenges
