Here are some possible issues that can occur during DKIM verification in Freshdesk:

  1. Records not matching:
    There may be instances where certain characters are missing or extra characters are added in the DNS compared to what is displayed in Freshdesk. In such cases, the DKIM verification in Freshdesk may fail.

  2. Avoid spaces in CName record:
    Ensure that there are no spaces before or after any of the characters in the CName record. Even a single space can cause issues with DKIM verification.

  3. Records not published: 
    Even if the DKIM records are correctly added to the DNS, they may not be published. To verify if the records are published, perform a CNAME lookup with the CNAME record. A published CNAME record should look like this :



  4. DNS configuration with certain providers like GoDaddy:
    When using specific DNS providers like GoDaddy, it is not necessary to repeat the domain when adding the host value in the DNS.
    For example, if the CNAME is 'host - fwdkim1.sauls.com' and
    'value - spfmx1.domainkey.freshemail.io,'
    you only need to enter 'fwdkim1' in GoDaddy, as it automatically adds the domain to the record. If you add 'fwdkim1.sauls.com' directly in GoDaddy, it will result in the format 'fwdkim1.sauls.com.sauls.com,' causing the validation to fail.

  5. Overlapping DKIM record values for the same email domain:
    When the same email domain is added to multiple Freshdesk accounts or multiple Freshdesk products, there may be overlapping DKIM record values. To address this, ensure that only a single entry is made in the DNS. It is not necessary to duplicate the same entry in the DNS, even if the values overlap. However, make sure that a single entry containing all the values from both accounts is added to the DNS and published for successful verification in Freshdesk.