An Internet security standard called Domain-based Message Authentication, Reporting, and Conformance (DMARC) can help to guard email message recipients — such as your players or other end-users — against spam, spoofing, and phishing.

In each DMARC-compliant domain:

  • A trusted signing authority authenticates whomever sent an outbound email message that would otherwise be marked as junk or blocked on the receiving end.

  • Email servers and client systems on the receiving end know to proceed as if the sender is trustworthy.

Through this process, confidence grows. Trusted messages reach their intended recipients while untrusted messages do not.

To learn more about the DMARC specification in general, see RFC 7489.

DMARC AND HELPSHIFT

The standard Helpshift email host — mail.helpshift.com — is DMARC compliant and available for use by Helpshift customers. However, you might prefer that your outgoing support messages use a FROM: address whose domain is under your complete control.

Become DMARC compliant

As of December 2021, Helpshift supports only one signing authority per Helpshift instance. This limit applies to you, regardless of how many support channels you may define. Therefore, each of your FROM: addresses, across all of your support channels, must use identical signing domain details for email.

You obtain these details from Helpshift in the form of plain text DMARC records, as described in the above section.

Step 1.   Log in to your Helpshift instance as its administrator.

Step 2.   On the Helpshift toolbar, click Chat.

A widget opens, in which you can message Helpshift technical support.

Step 3.   Ask your assigned support agent to generate DMARC-related records for your signing domain — and also request an estimate of how long this work should take.

Helpshift generates the necessary plain text files:

  • Domain Keys Identified Mail (DKIM) records

  • Sender Policy Framework (SPF) records

  • Mail Exchanger (MX) records

Then, Helpshift sends these records to you.

NOTE

Detailed instructions about how to apply these records will differ, naturally, from one organization to the next. This difference is due to varieties of service provider infrastructure and standard procedures.

We recommend that you contact your service provider with any questions about implementing DMARC.

Step 4.   After your DKIM, SPF, and MX records are in place, apply and save them identically in each row of the Email Support Channels table on the Email Support page.

Step 5.   Contact Helpshift technical support again, as above.

Step 6.   Request validation of your outgoing email.

Such validation occurs only by request. When successful, it confirms that your brand’s outgoing email messages are all:

  • signed by your new email domain authority.

  • DMARC compliant.