Troubleshooting Blocked Emails – Mail Domains and DMARC

Introduction

This guide will show you how to resolve blocked email issues in Easy8 Helpdesk, which are caused by DMARC email validation policies. This is useful if your emails are not reaching clients due to sender domain mismatches. By following these steps, you’ll ensure smooth email communication from your Helpdesk, especially in Easy8 Cloud.

Target Audience

Administrator

Prerequisites

Access to your Easy8 Helpdesk settings
Access to your domain DNS settings (for SPF updates)
Understanding of your SMTP configuration (for advanced setup)

How to Solve Blocked Emails Due to DMARC

Step 1: Understand the Problem

Blocked Helpdesk emails often occur because of DMARC policy failures. This happens when:

The sender's domain (e.g., yourcompany.com) does not match the SMTP server’s domain (e.g., easysoftware.com).
Many email providers (like Gmail) reject such mismatched emails due to DMARC checks.

Step 2: Quick Fix – Use Default Sender Settings

If you're using Easy8 Cloud, the fastest fix is:

Go to Helpdesk Settings.
Set the mail sender to:
- Default from mail notification, or
- Default from mail notification with metadata (adds user’s name but avoids domain spoofing).
Set the notification email to something like:

@notifications.easysoftware.co

(This is the default in Easy8 Cloud and bypasses domain mismatch.)

Step 3: Stable Fix – Add SPF Record

For a more stable solution, configure SPF records to allow Easy Software's SMTP to send on behalf of your domain.

Open your domain’s DNS settings.
Add the following line to your SPF record:

include:spf.mailing.easy.cz

This authorizes Easy Cloud SMTP servers to send emails from your domain and improves DMARC compliance.

Step 4: Ultimate Solution – Use Your Own SMTP Server

For full control:

Configure Helpdesk to use your own SMTP server.
Ensure the sender domain and SMTP server domain match.
This method avoids DMARC issues entirely but requires more complex setup and maintenance.

Step 5: For On-Premises Installations

If you use Easy8 on your own server, you likely already use your own SMTP server.

Still, verify that your SPF record allows all sending domains:

Log in to your DNS panel.
Confirm SPF includes your mail server IP or domain.

Conclusion

You have successfully addressed DMARC-related issues that block Helpdesk emails in Easy8. Whether using the quick fix, SPF adjustment, or custom SMTP setup, you can ensure your client communication remains reliable.