Domains
A domain is the foundation of email in Helpdesk. Verifying the domain you send from — with a few DNS records — tells receiving mail servers that Helpdesk is allowed to send on your behalf, so your replies land in the inbox instead of the spam folder.
Why verification matters
Mail providers judge every message on whether it’s authenticated. Without the right DNS records, replies from your support address look like they could be spoofed, and providers throttle, junk, or reject them. Verifying your domain establishes that trust once, for every email your team sends.
The DNS records
You’ll add two kinds of records to your domain’s DNS. Manage domains under Settings → Channels → Email Ticketing, which shows the exact values to publish.
| Record | What it does |
|---|---|
| SPF | Authorizes Helpdesk’s servers to send mail for your domain. |
| DKIM | Signs each outgoing message so the receiver can confirm it wasn’t altered and truly came from your domain. |
Together, SPF and DKIM are what make your replies deliver reliably and avoid spam filtering.
Verify your domain
- Add your domain in the Email Ticketing settings.
- Copy the SPF and DKIM records Helpdesk provides.
- Publish those records with your DNS provider.
- Return to Helpdesk and run the verification check.
DNS changes can take time to propagate, so if the check doesn’t pass immediately, wait and try again.
After verification
Once your domain is verified, you can connect support addresses on it and begin sending. Keep the DNS records in place — removing them later will break authentication and hurt deliverability.