By default, an email sent to email@example.com becomes a ticket. But you may want to set up your own email address like firstname.lastname@example.org. You might even want to set up multiple email addresses. You can do this using custom email addresses.
Custom email addresses work by forwarding messages from your own mailbox to your UserVoice ticketing address. When they hit your UserVoice address they show up as tickets in the admin console. Your users will technically be sending their emails to an inbox that you own, and that inbox will automatically forward the message to UserVoice.
1. Set up Email Forwarding with Your Email Provider
First, you need to set up email forwarding with your email provider (e.g. Gmail/Google Apps). All emails from your chosen address need to be forwarded to your UserVoice ticketing address.
Please note: When setting up a forwarding rule, set your email account to save/archive a copy of all the emails it is forwarding. This gives you additional data redundancy for customer communications.
2. Add the custom email address in UserVoice
Now that you have forwarding set up, you need to add the email address in UserVoice.
- Click the icon in the bottom left corner [If you’re on an old version of UV, your settings will be accessed from the admin header.]
- Select "General"
- Scroll down and click "Custom Email Addresses"
- Click "Add an email address."
- Enter the email address you want to use.
- Incognito mode hides kudos and tracking pixels, so your reply looks like a regular email
- You'll also see the option to make the email address your default support email address in UserVoice.
- Check the options you want and then save.
3. Modify Your DNS Records
You're almost done, but there's one more step if you want to ensure users get your responses. You or your IT person will want to add a DNS record that tells people that we’re authorized to send emails on your behalf. This technology is called SPF and 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?
- Click the icon in the bottom left corner
- Click the "General" tab
- Scroll down and click "Email Addresses"
- Click "SPF Verification." 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 email@example.com of the DNS record you added, so we can troubleshoot.
You Might Find Helpful:
- Assign tickets based on which email they are sent to
- Create rules for incoming tickets
- Set up queues, or mailboxes, for tickets