DKIM (DomainKeys Identified Mail) is an email authentication standard that helps recipient mail servers verify that an email was sent by an authorized sender and has not been altered during transit. DKIM works by adding a digital signature to outgoing emails, which is validated using public DNS records published by the domain owner.

Configuring DKIM for your custom support email domain in BoldDesk improves:

• Email deliverability
• Sender reputation
• Protection against email spoofing
• Successful delivery of ticket notifications and automated responses

Check out this video tutorial.

Prerequisites

Before configuring DKIM:

• A custom support email domain must already be configured in BoldDesk.
• You must have access to your domain’s DNS management portal.
• The domain must not be a public email provider such as Gmail, Yahoo, or Outlook.com.

Configure DKIM in BoldDesk

To set up DKIM in BoldDesk, please follow the steps below:

1. Open DKIM Settings

   • Navigate to Admin → Emails → DKIM Settings.

2. Select the Domain

   • You will see all custom domains configured in your BoldDesk account.

   • Expand the domain for which you want to enable DKIM verification.
     

     
     
     

3. Copy the Generated DKIM Records

   • BoldDesk generates multiple CNAME records required for DKIM authentication.

   • Copy all generated records exactly as displayed.
     

     
     
     

4. Add the Records in Your DNS Provider

   • Log in to your DNS hosting provider and create the CNAME records provided by BoldDesk.

5. Verify DKIM Status
   After adding the DNS records:

   • Return to Admin → Emails → DKIM Settings.

   • Click Check Status.

   • Wait for DNS propagation if verification does not succeed immediately.
     

     
     
     

6. Things to keep in mind:

   • Domain records may take up to 72 hours to reflect.
   • You cannot generate DKIM keys for free email domains that you do not own, such as Gmail or Yahoo.
   • If you do not have any custom support emails configured in BoldDesk, no domain will be listed on this page.
   • DKIM is already configured for BoldDesk default support email addresses that end in bolddesk.com, so you can’t configure that.
   • CNAME records should not be used for root domains—only subdomains.
   • You can only have one CNAME record per subdomain.

Common DKIM Configuration Mistake

DNS Provider Automatically Appending the Domain

One of the most common causes of DKIM verification failures is entering the fully qualified domain name (FQDN) in the DNS record’s Name/Host field when the DNS provider automatically appends the domain name.

This can result in a duplicated DNS record such as:

az7wfrq52echrymduyqozjb3fazrte64._domainkey.example.com.sg.example.com.sg

Instead of the correct record:

az7wfrq52echrymduyqozjb3fazrte64._domainkey.example.com.sg

Correct vs. Incorrect Record Format

If Your DNS Provider Automatically Appends the Domain

Enter only the subdomain portion in the Name/Host field.

Correct

az7wfrq52echrymduyqozjb3fazrte64._domainkey

Incorrect

az7wfrq52echrymduyqozjb3fazrte64._domainkey.example.com

If Your DNS Provider Requires the Full Host Name

Enter the value exactly as provided by BoldDesk:

az7wfrq52echrymduyqozjb3fazrte64._domainkey.example.com

Troubleshooting DKIM Verification Failures

DKIM Status Still Shows Pending

Verify:

• DNS records were created as CNAME records.
• The Name and Value fields exactly match the values shown in BoldDesk.
• No extra spaces or characters were added.
• DNS propagation has completed.

Email Notifications Are Not Being Received

If ticket notification emails are missing:
Verify DKIM status in BoldDesk.

• Confirm the CNAME records resolve correctly.
• Check whether the domain name has been duplicated by the DNS provider.
• Review your mail gateway or spam filtering solution.
• Use Check Status in BoldDesk after corrections are made.

In several cases, correcting improperly formatted DKIM records immediately resolved email notification delivery issues.

Existing Record Does Not Update

If you recently corrected a record and verification still fails:

• Delete the incorrect record.
• Create a new CNAME record using the correct host name.
• Wait for DNS propagation.
• Re-run Check Status.

In some DNS environments, creating a new record reflects more reliably than modifying an existing record.

Frequently Asked Questions

1. Where do administrators configure DKIM in BoldDesk?
   Go to Admin > Emails > DKIM Settings.

2. Why don’t any domains appear on the DKIM Settings page?
   Domains appear only when custom support email addresses are configured in your BoldDesk account.

3. Can I configure DKIM for Gmail or Yahoo email addresses?
   No. DKIM can only be configured for domains that your organization owns and manages.

4. How long does DKIM verification take after adding DNS records?
   DNS updates can take up to 72 hours to propagate. Verification can succeed only after DNS records are visible publicly.

5. Why does DKIM verification fail even after adding the CNAME record?
   A common cause is that the DNS provider auto-appends the domain. In that case, the DKIM record name is entered incorrectly (for example, including .example.com when the provider already adds it).

6. Can DKIM be configured for BoldDesk default bolddesk.com support emails?
   No. DKIM is already configured for BoldDesk default support email addresses ending in bolddesk.com, and additional configuration is not available from the DKIM Settings page.

7. Can DKIM CNAME records be created at the root domain?
   BoldDesk indicates CNAME records should not be used for root domains, only subdomains.

8. Can multiple CNAME records be added to the same subdomain for DKIM?
   BoldDesk indicates you can have only one CNAME record per subdomain.

9. Why does DKIM verification fail in SiteGround, GoDaddy, cPanel, or other DNS providers?
   Many DNS providers automatically append the domain name to the host field. If you enter the full domain manually, the resulting record may become malformed and fail DKIM validation.
   Always verify how your DNS provider stores and displays the record after creating it.

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2. Fix Custom Domain Issues in BoldDesk Using a CNAME Record