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.
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?