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 the sender authentication feature enabled in your account. Use the dropdown menu below to select your subdomain:

Choose subdomain

In Admin center, go to Channels > Email > Authenticate emails received with SPF, DKIM, and DMARC alignment and turn on the feature that's best for your organization.

We recommend turning on this feature for Native Traffic, and then testing to ensure that Native & Forwarded isn't suspending on what should be traffic that arrives with authentication verified.

If you already have the sender authentication feature enabled, check the allowlist of your account. If you see the spoofed email listed there, remove it to block access to your account.

For related information, see this article: How can I bulk delete spam tickets in Zendesk?