While it’s not a requirement, modifying your DNS record is a good way to ensure that emails from the helpdesk reach your customers.
You’ll want to add a DNS record that tells people that we’re authorized to send emails on your behalf. This technology is called SPFand you implement it by adding a TXTrecord.
If you don’t already have a TXTrecord, you can add one like this:
"v=spf1 a mx include:smtp1.uservoice.com ~all"
If you already have a TXTrecord, just add include:smtp1.uservoice.com after your other declarations (but before any ~all or -all).
On OSXor Linux, you can verify that this works by typing:
dig foobar.com in TXT
and you should get something like:
;;ANSWER SECTION: foobar.com.86400INTXT"v=spf1 a mx include:smtp1.uservoice.com ~all"Note: It can take 48 hours for these changes to propogate.
How do I verify I've modified my DNS record correctly?
To make sure everything is set up correctly go to Settings (Admin Header) → General → Scroll down and click "Custom Email Addresses" → Above the list of custom email addresses click the link "add an SPF record to your DNS settings."
Click the "Not verified" link. It should become a green verified button..
My SPF isn't verifying
- It can take up to 48 hours for the changes to propagate, so it may need more time.
- If it's still not verifying, send a screenshot to firstname.lastname@example.org of the DNS record you added, so we can troubleshoot.
Other Articles You Might Enjoy:
- How do a customer's ticket make it into the Helpdesk?
- How do I organize tickets and create new queues?
- Will my ticket response be saved if I navigate away from the page?