I am not receiving important emails into Desk, because of DMARC errors.   

Here's what's happening:

1. email is sent from customer e.g. john@doe.com, to my email address, e.g info@acme.com

2. email is delivered successfully to info@acme.com (a shared inbox on MS365 Exchange)

3. email is forwarded to my Zoho Desk support email address "info@acme.zohodesk.eu"

4. the forwarding fails, giving an error like the below:

Reason: [{LED=550 5.7.1 Email rejected per DMARC policy for doe.com};{MSG=};{FQDN=mx.zoho.eu};{IP=185.230.214.166};{LRT=12/16/2025 3:53:07 PM}]. OutboundProxyTargetIP: 185.230.214.166. OutboundProxyTargetHostName: mx.zoho.eu

It seems that, when the email is forwarded, the sending IP changes, and the SPF and DKIM breaks.

So Zoho Desk is then (correctly) rejecting the email, due to the sender's strict DMARC policy.

This doesn't seem like a Zoho problem, but I am interested to know if other Zoho users have come across this, and if there is a workaround.

I think fetching via POP/IMAP would fix this error, but from what I can see this is not supported in Zoho Desk.

Any advice would be greatly appreciated!