An email could potentially be blocked when you are using email masking, which prevents the emails from being properly verified. As a result, the recipient's email server may quarantine the messages instead of delivering them.
All emails are sent from our server (services@gorilladesk.com). Changing the From address to your personal or company email masks the true sender, a practice known as email masking.
If you'd like to continue using youremailaddress@yourdomain.com as your From address, DNS authentication records (SPF, DKIM, and DMARC) are required. These records allow email providers to verify that GorillaDesk is authorized to send emails on behalf of your domain, helping ensure your emails are delivered successfully instead of being flagged or quarantined.
To resolve this issue, you'll need to add a few DNS records to your domain settings.
We'll provide the DNS records you need—just request them from our Support team.
The information sent to you will include the following records. These records are uniquely generated for your domain:
SPF Record (TXT)
DKIM Record (TXT)
MX Record
CNAME Record
DMARC Record (TXT)
Once you have the records, you can either:
Log in to your domain provider and add the DNS records yourself. (The steps vary by provider, so you can search online or use an AI assistant for instructions specific to your provider.)
Send the DNS records to the person who manages your domain or website and ask them to update the DNS settings for you.
Once the required DNS records have been added, the issue should be resolved.
Once these DNS records have been added, please let us know so we can verify that everything has been configured correctly. After verification, we'll have you test sending emails again to confirm the issue has been resolved.