Modify your DNS records to ensure ticket emails reach customers

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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"

How do I verify I've modified my DNS record correctly?

To make sure everything is set up correctly go to Settings (Admin Header) → Tickets → Email Addresses → Click "Edit."

At the bottom you'll see SPF Validation. Click the red "not verified" link and our system will check. If it stays red, something is not set up correctly. If it changes (or shows) a green "verified" you're good to go.

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Ticketing System

  1. Set up custom email addresses for tickets with email forwarding
  2. Modify your DNS records to ensure ticket emails reach customers
  3. Auto reply for tickets
  4. Answering tickets via email
  5. Organize tickets and create new queues (folders)
  6. Save your ticket searches
  7. Add a canned response
  8. Add a contact to a ticket
  9. Change who tickets are assigned to by default
  10. Changing the To: address when replying to Tickets
  11. Create a ticket for a customer
  12. Stop spam tickets from the same user
  13. Forward all emails from a Gmail/Google Apps account into the system
  14. Get notified by email when a new ticket comes in
  15. Make your contact form submit into UserVoice
  16. Search for and sort through tickets
  17. The Leaderboard and how it works
  18. Where's the pending status for tickets?
  19. Why Google Apps mailing lists don't work for custom email addresses
  20. Will my ticket response be automatically saved as a draft if I navigate away?
  21. Importing Tickets from an IMAP Server
  22. Bulk Ticket Action Instruction Guide

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