Set up the Custom Domain, Inbox, and Reply Address

Rafal Kloc
6 min read
updated: May 11, 2020

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.

Email addresses section in HelpDesk

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.

You can have only one domain provided by HelpDesk, so the option is disabled if you already have a HelpDesk domain.
You can have only one domain provided by HelpDesk, so the option is disabled if you already have a HelpDesk domain.

Add domain modal with My custom domain checked

Next, write your domain name down. Remember that you need to have access to the domain administrator panel.

Setting up your own domain in HelpDesk is safe and does not in any way interfere with your current email setup.
Setting up your own domain in HelpDesk is safe and does not in any way interfere with your current email setup.

Add domain in HelpDesk - step 1

In the next step, you’ll see a Hostname and Value that needs to be added to your DNS settings.

Add domain modal in HelpDesk - Hostname and Value for DNS configuration.

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.

Add domain modal - domain name used.

If the verification is successful, you should go to the third step.

Some DNS providers automatically add a domain name as a hostname suffix, while others require a full hostname including the domain part to be entered.
Some DNS providers automatically add a domain name as a hostname suffix, while others require a full hostname including the domain part to be entered.

Add domain modal - step 3

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.

Confirmation message when the domain is successfully added.

Domain verification process

The domain still needs to be verified.

Domain verification process.

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.

Email confirmation of verifying the domain.

The message in the app after verifying will look like this:

Verified domain notification in the HelpDesk app

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.

Add domain view in HelpDesk.

Write your new domain name, and click on the ‘Add’ button.

The HelpDesk domain name must consist of 3-63 characters. Only letters, digits, and “-” are accepted.
The HelpDesk domain name must consist of 3-63 characters. Only letters, digits, and “-” are accepted.

Entering the domain name in HelpDesk configurator.

If the domain name that you choose is available, you’ll see a confirmation for adding your new domain.

Domain added confirmation

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.

Inboxes view in the HelpDesk app.

You need to choose a team and, optionally, an agent that will be auto-assigned when a ticket arrives at that email address.

Setting up inbox in the HelpDesk app.

By default, your tickets will be assigned to the ‘Default team.’

After clicking Done, your new Inbox address will appear on the Inbox list.

Forwarding address in the Email addresses section in the HelpDesk app.

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.

Instructions section in the HelpDesk Email addresses section.

Forwarding instructions in the HelpDesk app.

Verification can take up to a couple of hours to complete. Before the verification of your reply address is completed, the ‘Preview’ will display an address with a HelpDesk domain assigned to your account.
Verification can take up to a couple of hours to complete. Before the verification of your reply address is completed, the ‘Preview’ will display an address with a HelpDesk domain assigned to your account.

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.

Preview of a reply address in the HelpDesk app.

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.

Adding a reply address in the HelpDesk app.

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.

Before you add a reply address, make sure that it’s properly forwarded in your email system to one of the inboxes from the ‘Inboxes’ section.
Before you add a reply address, make sure that it’s properly forwarded in your email system to one of the inboxes from the ‘Inboxes’ section.

Reply address section before address verification.

Adding the reply address to the team

You can set up the reply address when you add or edit your team in HelpDesk.

Adding new team in the HelpDesk app.

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.

Choosing reply address in the team creating process in the HelpDesk app.

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.

New ticket view in the HelpDesk app.

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.

Deleting reply address from HelpDesk.

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.

Email addresses flowchart explaining which address will the recipient see..

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