Hello,

We notice that customers who use Service-Now.com ticketing system can’t send tickets to Zoho.

1. Customer creates a ticket in Service-Now.com
   
2. Customer sends email to desk@ourdomain.com
   
3. Email received from the customer is checked by our email security (Mimecast) and checked as VALID
   
4. Email is received in desk@ourdomain.com mailbox
   
5. Office 365 of Silverside forwards all emails to desk@ourdomain.com to support@ourdomain.zohodesk.com via “automatic forwarding” in Office 365
   
6. Zoho Desk does not create a ticket with the email the customer send.
   
7. Mimecast message received on desk@ourdomain.com :
   

---

Already contacted Mimecast:

---

Please note that, as per below remote details, the emails  in question shows the below server rejected the emails from Mimecast when we deliver:

The server generating the error is Zoho, not Mimecast.

It seems that the:

• Outgoing messages are being rejected by a DMARC check.
  
• SMTP error from remote mail server after end of data: 550 5.7.1 Email rejected per DMARC policy
  

SOLUTION

• Message failed SPF or DKIM record check, or SPF or DKIM alignment check performed by the recipient mail server, and was rejected by the recipient mail server per sending domain's DMARC record specifications
  
• Publish/update SPF and DKIM records for sending domain to accurately represent sending IP addresses and messages permitted to send on behalf of the sending domain
  

Kindly do the records update with your domain service provider and test again once done,
---

How can we solve this right now?

We followed the Zoho Desk manual to forward all emails but tickets are not created from each customer who uses Service-Now.com