Zendesk: Emailing via Paubox (Google Workspace only)

Zendesk can be configured to route mail via Paubox, by directing outbound mail through Google Workspace accounts that are already sending via Paubox for email encryption. As long as Zendesk sends via your organization's Google accounts, and those accounts are sending via Paubox, the emails will be encrypted in transit. 

Overview 

What you’ll need:

1. Subscription with Paubox (don't have one? sign up here!)
2. A Google Workspace account (Business or Enterprise plan)
3. Google Workspace: Admin access to your organization's Google Admin Console (admin.google.com)
4. Domain: Admin access to your organization's Domain Host (for ex. GoDaddy or Cloudflare)

What you’ll do:

1. Domain: Update the records in your Domain Host
2. Zendesk: Add your Google Workspace account to the Zendesk Admin Center
3. G Suite: Adjust Gmail settings in your Google Admin Console
4. Send a test message from Zendesk to confirm routing and Paubox encryption

Step-By-Step Guide

Part I: Your Domain - Update Your Records 

1. Insert the Zendesk include value into your SPF record (info about SPF records is here) 

• The Zendesk include value is: include:mail.zendesk.com
• Your updated SPF record should look similar to this, thought it may also contain other services:
  v=spf1 include:_spf.paubox.com include:_spf.google.com include:mail.zendesk.com -all

Part II: Zendesk - Connecting to Google Workspace

1. Login to Zendesk: https://www.zendesk.com/login
2. Navigate to the Admin Center (gear icon, “Admin Center” link)
3. Click Channels in the left navigation column left nav bar
4. Click Email in the Channels section
5. Find the Add address option on the right, and click Connect External Address
6. Click Sign in with Google
7. Follow Google instructions to login 
8. Click Allow
9. Click Finish
10. Ensure Send email via Gmail is enabled
11. Click Objects and rules
12. Click Triggers in the Objects and rules section
13. Confirm the following default triggers are active:
    • Notify Requester of comment update
    • Notify Requester of proactive ticket
    • Notify Requester of ticket created

            ... if they are not active, use this Zendesk article to create the triggers

Finally, send a test message from Zendesk  to an external email address you have ...

... and look for the Paubox footer at the bottom for confirmation.