Mail forwarding does not work correctly

Hi,

we use the external contact solution:

MS Exchange 2016 with distribution group and the external zoho contact included.

Internal messages will forwarded correctly. external messages does not work really. Some mails get reach zoho desk some mails does not arrive.

I have checked the exchange logs and get this errors:

1. ServerIp : 185.20.209.166
2. ServerHostname : mx.zoho.eu
3. SourceContext :
4. ConnectorId : Zohodesk
5. Source : SMTP
6. EventId : FAIL
7. InternalMessageId : 5158255723475
8. MessageId : <[a8062aaebf5447bf9bca18c5f6bd67c0-JFBVALKQOJXWILKCJQZFA7CJIFGVGU2QKJ6FGU2QKJCW2YLJNR6EK6DPKNWXI4A=@microsoft.com]>
9. NetworkMessageId : 06a17ed3-edb7-4bd9-c9e4-08db4b0a6a5c
10. Recipients : {support@xxxx.zohodesk.eu}
11. RecipientStatus : {[{LED=550 5.7.1 Email rejected per DMARC policy for microsoftonline.com};{MSG=};{FQDN=mx.zoho.eu};{IP=185.20.209.166};{LRT=02.05.2023 12:40:31}]}
12. TotalBytes : 27176
13. RecipientCount : 1

i dont get it. This ruins our whole ticket system, because we have to look into a extra mailbox to check if we missed some mails.

and this:

ServerIp                : 185.20.209.166
ServerHostname          : mx.zoho.eu
SourceContext           : Using server config retry time of 00:05:00
ConnectorId             : Zohodesk
Source                  : SMTP
EventId                 : DEFER
InternalMessageId       : 2735894167633
MessageId               : <MYju6M1iSISYNM3kycDWaQ@geopod-ismtpd-5>
NetworkMessageId        : a21be7bc-26cb-43bb-1351-08db388dd508
Recipients              : {support@xxxxx.zohodesk.eu}
RecipientStatus         : {[{LED=451 4.7.1 Mail deferred due to antispam policy};{MSG=};{FQDN=mx.zoho.eu};{IP=185.20.209.166};{LRT=09.04.2023 15:08:39}]}
TotalBytes              : 55220

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Topic Participants
daniel.beranek
Ajith | Zoho Desk

Sticky Posts
Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools
Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
Zoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
Deprecation of older versions of ASAP Mobile SDK | Zoho Desk
Hello, everyone. Greetings from Zoho Desk ASAP! In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions