Setting up the domain
When you set up forwarding your messages to HelpDesk, you’ll be 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: 1976920755@tickets.helpdesk.com).
If you want to send replies from your 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.
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 settings, choose Email addresses, and click on the ‘Add domain’ button.
In the next step, you can choose the domain you would like to add. You can select 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’ button. 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’ll use as your reply address. Otherwise, you won’t be able to see replies sent by your customers in HelpDesk.
We explain that process in part about setting up the inbox and reply address.
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:
[yourcompanyname].helpdesk.com
instead of
tickets.helpdesk.com
First, go to settings, choose Email addresses, click on ‘Add domain’ button, and choose ‘Provided by HelpDesk’ option.
Write your new domain name, and click on the ‘Add’ button.
If the domain name that you choose is available, you’ll see a confirmation for adding your new domain.
Setting up the inbox
Inboxes are used to manage your incoming messages.
After adding and verifying your domain name, you need to set up your inbox. To do it, go to settings, choose Email addresses, and click on ‘Add inbox’ button.
You need to 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.’
After clicking Done, your new Inbox address will appear on the Inbox list.
Next, you need to set up the forwarding for a specific email address to HelpDesk ticketing system. Click on the ‘Instructions’ button to learn how to do it.
If the setup is completed, you can check how your name and address will look in the requester’s inbox by clicking on the ‘Preview’ button.
Setting up the reply address
Reply address is used to manage your outgoing messages. If you want to set the reply address, you must add a domain first.
To add a reply address, go to settings, choose Email addresses, and click on ‘Add address’ button.
Choose a display name for the reply address. Then enter a valid reply address together with the domain. The last step is to assign one of the teams to the reply address. Once everything is set, click ‘Done’ button to save the changes.
Adding the reply address to the team
You can set up the reply address when you add or edit your team in HelpDesk.
To add the reply address to the team, use the drop-down and select one of the available addresses. Thanks to this, a given team is linked to a specific reply address.
Adding the reply address to the ticket
When you manually add a ticket, you always select the team responsible for it. Note that the team of your choice is linked to the reply address from which the responses will be sent.
Deleting the reply address
You can delete the particular reply address at any time. Remember that if the reply address you intend to delete is assigned to one of your teams, their reply address will be changed to a default one.
You’ll be notified to avoid accidentally deleting the reply address.
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.
