Adding an SPF record, DKIM record and Bounce Domain

Marcel Gravelle

07-Apr-2025

Email configuration within SB:

A DNS SPF (Sender Policy Framework) ​​​​​​record will allow Supportbench to send mail on behalf of your domain.  An SPF record is a type of Domain Name Service (DNS) record that identifies which mail servers are permitted to send email on behalf of your domain.

Why you need an SPF record

Supportbench will still be able to send mail using your domain without an SPF record, however it is HIGHLY recommended that you create one.  There are many aggressive services that do aggressive SPAM checking which blocks all emails coming in from servers who do not have an SPF record.  By creating one, it ensures your mail gets to your intended recipients.

How to Add an SPF Record

Your SPF record must have the Supportbench mail service name included "smtp.supportbench.net". 

DomainKeys Identified Mail (DKIM) lets an organization take responsibility for a message that is in transit.  DKIM attaches a new domain name identifier to a message and uses cryptographic techniques to validate authorization for its presence. The identifier is independent of any other identifier in the message, such in the author's From: field.

Why you need an DKIM record

It is highly recommend to use DKIM to ensure proper email delivery to domains such as gmail.com and outlook.com.  Mail servers increasingly are using SPF and DKIM to validate messages and send messages that don't include DKIM and SPF to SPAM or Junk folders.

Add a DKIM record for your domain

1. Log into your DNS provider
2. Create the following CNAME record dkim._domainkey.MYDOMAIN.COM 
3. Point the cname to dkim._domainkey.supportbench.com.

The record should look like this:

dkim._domainkey.MYDOMAIN.COM CNAME dkim._domainkey.supportbench.com

How to setup DKIM

Add the DKIM record to your DNS server

Setting up a DKIM record is different for all DNS servers. To makes things easy, here are the instructions for GoDaddy, Namecheap, 1&1, Network Solutions, and Google Domains. 

Your services might be very different and we highly suggest you contact your systems administrator to get your DKIM implemented.

1. Login to your DNS console.
    
2. Add the primary cname entry.
    

   "supportbench-dkim1._domainkey" pointing to "supportbench-dkim1._domainkey.supportbench.net"
   

3. Add the secondary cname entry.
    

   "supportbench-dkim2._domainkey" pointing to "supportbench-dkim2._domainkey.supportbench.net"
   

4. The record within the DNS server should look similair to the following:
   
   
    

Enable DKIM for your email addresses

Once the DKIM cname record is setup, you will need to enable DKIM signing on the email addresses you want to use.

1. Log into the Supportbench agent console.
    
2. Go to "Configuration" --> "Email configuration" --> "Address / signature".
    
3. Click on the email address that you want to enable DKIM for.
    
4. Select the option "Enable DKIM".
   
   
5. Save your settings.

Your DKIM is all setup.

Add a Bounce Domain

1. Log into your DNS provider for your domain.
2. Create a subdomain.  This can be anything, but I suggest sbbouncereply.
3. Point a CNAME for that subdomain to replyfrom.supportbench.com.

At the end it will look like this:

sbbouncereply.MYDOMAIN.COM CNAME replyfrom.supportbench.com

This record tells DNS systems that when looking up sbbouncereply.MYDOMAIN.COM, they should redirect and look at the records for replyfrom.supportbench.com.