Setting up the domain
When you set up forwarding your messages to HelpDesk, you’ll able to send messages to your customers from the HelpDesk ticketing system using the dedicated email address provided to you by us.
This address will look like this:
LICENSE-ID@tickets.helpdesk.com (real example:
If you want to send replies from your own email address, or an address in our domain, but with your unique name (e.g. company.helpdesk.com), you need to set up a custom domain.
Additionally, setting up your domain and inbox allows you to use your own “reply-to” email address.
Setting up your own domain
To allow sending replies from your own address, we need to verify the domain ownership and add certain DNS records to your domain to make it possible for us to use the address in your replies.
First, go to “Inboxes” settings and click on a “Add domain” button.
In the next step, you can choose the domain you would like to add. You can choose a custom domain or a domain provided by HelpDesk.
Next, write your domain name down. Remember that you need to have access to the domain administrator panel.
In the next step, you’ll see a Hostname and Value that needs to be added to your DNS settings.
After you add records to your DNS settings, click on “Verify & continue” This step allows us to verify domain ownership.
If something goes wrong, we display an error message.
If the verification is successful, you should go to the third step.
Note: This step adds additional DKIM keys to the domain DNS, allowing HelpDesk to send your replies from your own address without triggering spam filters.
After completing the process, you’ll see a confirmation message.
Domain verification process
The domain still needs to be verified.
We’ll inform you in the domain “Status” section when it’s done. Until then, you’ll see the “Verifying” status. This can take up to a couple of hours to complete. You’ll receive an email notification when the domain is verified.
The message in the app after verifying will look like this:
As soon as the domain is verified, you need to set up forwarding to HelpDesk from an email address that you will use as your “reply-to” address. Otherwise, you won’t be able to see replies sent by your customers in HelpDesk.
To complete setting up the domain, and to use it in your “reply-to” address, you need to set up your inbox.
We explain that process in the article below setting up a HelpDesk domain instruction.
Setting up a HelpDesk domain
Another option for changing your HelpDesk email address from the one with your license number is to set up a new domain provided by us. This option is useful if you don’t want to set up your own domain.
This way, for example, your domain name will look like this:
First, go to “Inboxes” settings and click on “Add domain” and choose “Provided by HelpDesk”.
Write your new domain name, and click on “Add”.
If the domain name that you choose is available, you’ll see a confirmation for adding your new domain.
Setting up the inbox
After adding and verifying your domain name, you need to set up your inbox.
To do it, in the same “Inboxes” settings view, click on “Add inbox”.
Provide a “Display name” for your reply address, as well as the reply address itself, with the domain name that you defined before.
You need to also choose a team and, optionally, an agent that will be auto-assigned when a ticket arrives at that email address.
By default, your tickets will be assigned to the “Default team.”
You can check how your name and address will look in the requester’s inbox by clicking on the “Preview” button.
Remember that after setting up the Inbox in HelpDesk, you still need to have properly set up the forwarding of your emails to the HelpDesk ticketing system.
What address will your recipient see?
Below, we’ve described which address will be displayed to your recipient based on how you have configured your domain.