Why do I receive spoofed emails in my account?

Question

I am receiving tickets from a spoofed email address in my Zendesk account. Why don't these tickets end up in the suspended tickets view?

Answer

It's likely that you don't have sender authentication turned on in your account. To turn on authentication in Admin Center, go to Channels > Email > Authenticate emails received with SPF, DKIM, and DMARC alignment and turn on the option that works best for your organization.

It's recommended to use the Native Traffic option and then test it to ensure that Native & Forwarded Traffic doesn't suspend incoming traffic with verified authentication.

If you already have sender authentication turned on, check your account's allowlist. If you see the spoofed email in the list, remove it to block access to your account.