Verify your sending domain

Domain verification lets TicketOS send replies from your customer-service address.

With forwarding, you can receive a test ticket before the domain is verified. You cannot reply from your address until the DNS setup is complete.

Before you start

You need access to the DNS settings for the domain. If another person manages DNS, open the inbox in TicketOS and select Share the setup. TicketOS copies the required records and a help link as plain text.

Add the DNS records

1. Open Settings > Integrations.
2. Open the inbox and find Sending as yourdomain.com.
3. Sign in to the provider that manages DNS for the domain.
4. Add or change each record exactly as TicketOS shows it.
5. Save the changes.
6. Return to TicketOS and select Check again.

Copy the type, name and value from your own workspace. Do not use example values from a help article.

What the records do

• The verification record confirms that your workspace may use the domain.
• DKIM lets receiving servers confirm that the message was sent for your domain.
• The return-path handles delivery information and failed messages.
• SPF lists the services allowed to send email for your domain.
• DMARC tells receiving servers how to handle messages that fail authentication.

Some record values contain AhaSend. TicketOS uses AhaSend as an email delivery provider. You still manage the setup from TicketOS.

Avoid common DNS mistakes

• A domain must have only one SPF record. If one already exists, change it as TicketOS instructs instead of adding another.
• Keep an existing DMARC record when TicketOS says Keep.
• Some DNS providers add the domain name automatically. Make sure the record name does not contain the domain twice.
• Do not add quotation marks unless your DNS provider adds them automatically.

DNS changes can take a few minutes or several hours. TicketOS checks automatically, and you can select Check again at any time.