Protecting your domain with Mailprotector solutions can introduce email flow problems with Autotask if your domain's SPF TXT record is not modified correctly. This article describes the proper SPF record data to include when using Autotask.
Autotask partners, CloudFilter, SafeSend, Sender Policy Framework (SPF)
After implementing Mailprotector's solution on your domain, it is likely your support tickets will be delivered to Mailprotector's perimeter for security first. Two critical elements must be present to ensure your emails are delivered to the Autotask ticketing system.
First, the email address used for sending and receiving tickets must exist in the Mailprotector Console. For example, if you use firstname.lastname@example.org for your ticket communications, the support user will need to exist in the Console.
Second, the SPF record for your domain must include the Autotask servers that originate your ticket emails. If the record is not correct, it is possible CloudFilter will quarantine the emails for an SPF Hard Fail, and the emails may also be filtered by your clients' email security solutions.
Autotask published a whitelisting article in their support center to explain more details. Please be aware, Mailprotector does not allow whitelisting of IP addresses, and this article pertains to the importance of the SPF record.
After implementing Mailprotector's solutions for your domain, you will need to add the Autotask include statement to authorize emails from your domain to originate at Autotask's servers.
The statement is 'include:autotask.net'
If using Mailprotector's smarthost relay, the complete SPF record would be:
v=spf1 include:spf.us.emailservice.io include:autotask.net -all
If you have more questions about this, please contact the Partner Solutions Team.