I worked at Zendesk on the email team. I think that's just support being support. The core engineers knew what they were doing.
replyI transitioned Zendesk from their original Exim-based ingress/egress SMTP services to Postfix and set up all the DKIM and SPF stuff long before there was ever a mail team. I worked regularly with large email providers to ensure our egress CIDR blocks were clean.
replyI like to think I knew what I was doing. :-)
That's good to know you knew what you were doing! However the product also didn't appear to expose any of the control we needed to have a good email setup. Maybe this is because we weren't paying enough (mentioned in another reply), but we were also never directed to pay more despite asking for this sort of control.
replyThat is true. There's a lot of magic that goes into parsing the emails. But end user configuration of the infrastructure of sending didn't really exist when I was there
replyUnfortunately, it's less a Zendesk thing and more of the end user deciding to turn off the security features to make it easier for their users to use. SPF/DKIM signing happens on all outbound mail I get from Zendesk. On the inbound email, SPF/DKIM/ARC verification is on by default but people keep turning it off. That's before weak spots like chat come in where the customers turn off captcha and just let any email get entered in.
replyUnfortunately, too many company admins keep saying "we don't want our customers to have to be configured correctly, we might miss a message from them" and disable all the built in protections. Hopefully the option to disable protections will go away soon.
> DKIM, SPF, etc, was all alien to them. Ironically they had pretty bad support in general.
replySo basically good old fashioned "quality" enterprise shitware.
Not necessarily, our support team kinda loved it. I used the interfaces and it was pretty good software in many ways. They just didn't seem to be very capable when it came to medium complexity email setups. Many of their setup guides literally tell you to log into support address Gmail and set up a forwarding rule to send everything to Zendesk.
replyI suspect the issue is that we weren't paying enough. We had maybe 10 seats. I bet if you're buying 1000 seats a bunch of Zendesk engineers turn up and configure everything for you, but with the robust email setup needing that engineering time on their side to configure... so I guess in that way it may be Enterprise shitware.