Adding an SPF record, DKIM record and Bounce Domain

by Marcel Gravelle

Last updated: 03-Oct-2025

Summary

This article outlines how to configure SPF, DKIM, and Bounce Domain records for your domain within Supportbench, ensuring your outgoing emails are properly authenticated, delivered reliably, and avoid spam folders. Properly setting up these DNS records significantly improves email deliverability and sender reputation for communications originating from Supportbench.

Why This Maters

Many users report their emails being flagged as spam or junk when sent from Supportbench. This often happens because modern email services, especially major providers like Gmail and Outlook, aggressively check for proper sender authentication using SPF and DKIM records. Without these crucial DNS records, emails sent on behalf of your domain lack the necessary verification, leading to poor deliverability and a degraded sender reputation.

Solution / Step-by-Step Instructions

To ensure optimal email delivery from Supportbench, you need to configure SPF, DKIM, and a Bounce Domain for your domain. Follow the steps below:

1. Add an SPF Record

The SPF (Sender Policy Framework) record identifies which mail servers are permitted to send email on behalf of your domain.

• Step 1: Log into your DNS provider's console.

• Step 2: Add or modify your TXT record for SPF to include the Supportbench mail service name: smtp.supportbench.net.

  Example (if you have no existing SPF record): v=spf1 include:smtp.supportbench.net ~all

  Example (if you have an existing SPF record): v=spf1 include:your_current_service.com include:smtp.supportbench.net ~all

2. Add DKIM Records and Enable in Supportbench

DKIM (DomainKeys Identified Mail) provides a way to verify the authenticity of an email message's sender.

Part 1: Add DKIM CNAME Records to your DNS Server

Note: If you are unsure about modifying DNS records, it is highly suggested you contact your systems administrator. Specific instructions may vary by DNS provider (e.g., GoDaddy, Namecheap, Google Domains).

• Step 1: Log into your DNS provider's console for your domain.

• Step 2: Add the primary CNAME entry:

  • Host/Name: supportbench-dkim1._domainkey.YOURDOMAIN.COM (replace YOURDOMAIN.COM with your actual domain)
  • Points to/Value: supportbench-dkim1._domainkey.supportbench.net

• Step 3: Add the secondary CNAME entry:

  • Host/Name: supportbench-dkim2._domainkey.YOURDOMAIN.COM
  • Points to/Value: supportbench-dkim2._domainkey.supportbench.net

Part 2: Enable DKIM for your email addresses in Supportbench

• Step 1: Log into the Supportbench agent console.

• Step 2: Go to "Configuration" --> "Email configuration" --> "Address / signature".

• Step 3: Click on the specific email address for which you want to enable DKIM.

• Step 4: Select the option "Enable DKIM".

• Step 5: Save your settings.

3. Add a Bounce Domain

A bounce domain helps manage undeliverable emails efficiently.

• Step 1: Log into your DNS provider for your domain.

• Step 2: Create a new subdomain. A suggested name is sbbouncereply.YOURDOMAIN.COM (replace YOURDOMAIN.COM with your actual domain).

• Step 3: Point a CNAME record for that new subdomain to replyfrom.supportbench.com.

  Example record: sbbouncereply.MYDOMAIN.COM CNAME replyfrom.supportbench.com

Best Practices / Tips

• Consolidate SPF Records: Only one SPF TXT record is allowed per domain. If you have multiple services sending email, combine all include: statements into a single record to avoid validation issues.

• Consult Your System Administrator: Modifying DNS records can be complex. If you are not experienced, always involve your IT team or a system administrator to prevent potential service disruptions.

• Allow for DNS Propagation: After making DNS changes, it can take anywhere from a few minutes to 48 hours for the updates to propagate across the internet. Test your email delivery after this period.

• Verify Records: Use online SPF/DKIM validation tools to confirm your records are correctly set up and detectable after propagation.

Troubleshooting / FAQs

Q: What if my emails are still going to spam after setting up SPF and DKIM?

A: Double-check all DNS record values for any typos and ensure they are saved correctly with your DNS provider. Verify that the DNS changes have had enough time to propagate (up to 48 hours). Also, confirm that DKIM is explicitly enabled for the specific email address within the Supportbench agent console.

Q: I already have an SPF record for my domain. How do I add Supportbench's entry?

A: You must *include* smtp.supportbench.net within your existing SPF record, rather than creating a new, separate one. For example, if your current record is v=spf1 include:existingdomain.com ~all, you would modify it to v=spf1 include:existingdomain.com include:smtp.supportbench.net ~all.

Q: Why does the content refer to "dkim._domainkey.supportbench.com" as well as "supportbench-dkim1._domainkey.supportbench.net" for DKIM?

A: The "supportbench-dkim1" and "supportbench-dkim2" entries provide a more robust and redundant DKIM setup with two CNAME records, which is the recommended approach for optimal deliverability. While a single "dkim._domainkey" entry might work in some scenarios, the two-entry method is generally preferred for broader compatibility and reliability.