DKIM & SPF Setup for HelpScout

To set up or edit your SPF record, you will need to add: include:helpscoutemail.com

Edit existing SPF record

1. Log in to your DNS hosting provider
2. Look for a TXT containing v=spf1
3. In your existing SPF record, you will append include:helpscoutemail.com
4. For example, if your existing record looks like v=spf1; mx; ip4:1.2.3.4; you would add the above include as follows v=spf1; mx; ip4:1.2.3.4; include:helpscoutemail.com

Create a new SPF record

1. Follow the instructions from our How to Create a New SPF Record Guide.
2. In the Value field, enter: v=spf1 include:helpscoutemail.com ~all and Save the TXT record.

Records for Subdomains

If you are creating a record for a subdomain, you will want to make sure that you specify the sub part of the domain in the Host/Name/Alias field for most DNS providers.

1. Enter the sub part of the domain, for example if the subdomain is mail.mxtoolbox.com you would want to enter mail into that field.

SPF and DMARC Alignment

By default, HelpScout will set you up for sending using one of their domains for the return-path address. This domain will NOT pass SPF Alignment. At this time, this provider does NOT provide any mechanism that will allow SPF Alignment to pass. You need to enable DKIM for this provider to ensure your email will pass DMARC Compliance.

How to Set Up/Modify DKIM for HelpScout

DKIM is an industry-standard method for associating a domain name to an email so the recipient can validate the legitimacy of the message. Moreover, DKIM requires two CNAME records to be created in your DNS configuration. To set up DKIM for approved senders, follow the below steps:

1. Log in to your HelpScout account

2. Open a mailbox, then navigate to Connection Settings page

3. On Sending Email tab, expand DKIM section

4. First CNAME record should match values in Record 1 table (First Host value is Hostname; Suggested Target Value is Target Host)

5. Second CNAME record should match values in Record 2 table

6. After saving new CNAME records, return to DKIM section and click Test Settings to validate

7. Confirmation of DNS record update should occur within 24 hours

As a user of this outbound email provider, HelpScout customers are afforded DKIM signing because it supports that mechanism. By utilizing HelpScout’s self-service portal, you can manually set up DKIM at your convenience via CNAME records mentioned above. Overall, this HelpScout product provides beneficial components (e.g., DKIM signing, custom DKIM records, self-service set up with CNAME records) that result in a streamlined process.