Set up a Custom Domain and Inbox for Sending Emails From Your Own Email Address

Rafal Kloc
5 min read
updated: May 11, 2020

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: 1976920755@tickets.helpdesk.com).

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.

Inboxes section view in the HelpDesk app

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.

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

Add a domain view in the HelpDesk app

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.

Entering domain in the HelpDesk app configuration process

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

Hostname and Value provided by HelpDesk during custom domain configuration

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.

Error message

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.

Third step of adding a domain in the HelpDesk app

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 verifying 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 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:

[yourcompanyname].helpdesk.com

instead of

tickets.helpdesk.com

First, go to “Inboxes” settings and click on “Add domain” and choose “Provided by HelpDesk”.

Add domain view in HelpDesk

Write your new domain name, and click on “Add”.

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

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”.

Inboxes view in the HelpDesk app

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.”

Setting up inbox in the HelpDesk app

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-to email address

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.

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

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.

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