Hello, we are experiencing an issue with Asana not accepting incoming email sent from our Marketo instance. We use Marketo to generate forums that we have customers filling out. When a customer submits the form we have Marketo sending the email to out Asana email.
We will receive the following from Asana.
We couldn’t process your email because it was sent by mktomail.com but your email domain is serviceexpress.com. Please contact your email admin to update your mail server’s email settings.
Ive been working with Marketo support to confirm that we have the correct DKIM and SPF records in place. Here is the latest reply in the ticket that we have open on the Marketo side of things.
Thank you for your patience while I investigated this issue further. While reviewing the email header I was able to confirm that while mail is sent from mktomail.com, the authentication results pass and are expected to allow the email to be delivered as expected.
I have included relevant sections of the email header below.
This indicates Asana is not accepting the authentication results meant to prevent this issue. Typically this is when users reach out to the client and request whitelisting Marketo IP addresses. Further review with Subject Matter Experts confirm this is the recommended path to resolution.
Another option may be to implement a branded domain. You can reach out to email@example.com for more information on this feature. The branded domain may allow the emails to pass Asana’s security protocols. You may also consider scheduling a consulting session with Marketo’s deliverabilty consulting team. They can work with you to ensure emails are configured and sending as expected as well as provide any further insights.
A final option is to reach out to Asana’s support team and gather further information regarding why the service is rejecting the emails as well as possible options to whitelist if required.
Does Asana have any suggestions on how we can get this to work?