Modify your DNS records to ensure ticket emails reach customers

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 ~all"

If you already have a TXTrecord, just add after your other declarations (but before any ~all or -all).

On OSXor Linux, you can verify that this works by typing:

dig in TXT

and you should get something like:

;;ANSWER SECTION:"v=spf1 a mx ~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 of the DNS record you added, so we can troubleshoot.

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