The sending address is the address requesters get help desk mail from and reply to. Set it to your own, such as [email protected], and your requesters see your company's address on every acknowledgment and reply instead of a TekStacks one.

Overview

Before your address is verified

Until your own address is verified, help desk mail comes from your help desk address, such as [email protected], under your company's name. Requesters reply to it, and their replies join their tickets. Nothing is lost while you set up your own address; it only looks less like you.

If your company manages clients, mail about a client's ticket comes from that client's address until your own address is verified.

Your own address

Your company has one sending address, on a domain you own. To prove the domain is yours and let TekStacks send for it, you add DNS records that the Sending address card shows:

Type	Name	Value	What it does
CNAME (three of them)	token._domainkey.yourcompany.com	token.dkim.amazonses.com	DKIM: signs help desk mail so receiving servers trust it.
TXT	_tekstacks-mail.yourcompany.com	tekstacks-verify= followed by your own code	Proves the domain is yours.
TXT	yourcompany.com	include:amazonses.com	SPF: lets help desk mail be sent for your domain. Add it to your existing SPF record, or create v=spf1 include:amazonses.com ~all

Copy each name and value from the card: each Copy button copies one. Some DNS hosts add your domain to the name for you; if so, enter only the part before it.

Checking and verifying

TekStacks checks the records as soon as you set up the address, then every five minutes for a day while you publish them, and every day after that. Check now checks at once.

The card shows Waiting for DNS records with the first record still missing, and "Until it is verified, mail goes from" your help desk address. It shows Verified once every record checks out. From then on, help desk mail goes from your address. Whoever set up the address is emailed when it is first verified, or your Admins if they are no longer a user.

Verification is checked every day for good. If a record is removed later, the address stops being verified and mail goes from your help desk address again until the record is back, so mail is never refused for a missing record.

Replies to your own address

Once your address is verified, requesters reply to it. Forward its mailbox to your help desk address, as in Email and forwarding, so those replies reach their tickets. If your help desk mailbox is already forwarded, use that address as your sending address.

Requirements

• The permission Manage ticket statuses, priorities, categories, the number prefix and the sending address.
• The help desk turned on for your company. See Getting the help desk.
• Access to your domain's DNS, or someone who has it.

Set up your sending address

1. In the sidebar, open Administration, then Help desk.
2. On the Sending address card, click Set up a sending address.
3. In Address, enter an address on your own domain, such as [email protected], and click Set up.
4. The card lists the DNS records. Add each one at your DNS host, copying its name and value.
5. Wait for the card to show Verified, or click Check now once the records are in.

Check the records now

1. Open Administration, then Help desk.
2. On the Sending address card, click Check now.

"Help desk mail goes from" your address means it is verified. "Not verified yet" names the first record still missing.

Change the address

1. On the Sending address card, click Change address.
2. In Address, enter another address on the same domain, and click Save.

The new address is verified at once, because the records belong to the domain. To use another domain, remove this address and set up the new one.

Remove the sending address

1. On the Sending address card, click Remove.
2. Confirm. Help desk mail goes from your help desk address again.

Setting up the same domain later gives new DKIM records to publish.

Notes

Note: A domain is one company's at a time. Another company's verified address, or one set up in the last week, holds the domain.

Note: Mail from your own sending address to your help desk address is dropped, so your help desk never answers itself.

Note: Every change on the card is recorded in the activity log.

Troubleshooting

"Use an address on your own domain, such as [email protected]." The address is not a complete address on a real domain. Check it for typing mistakes.

"Use an address on your own domain, not a TekStacks one." A help.tekstacks.com or tekstacks.com address cannot be a sending address. Use one on your company's domain.

"That domain is already in use." Another company holds the domain. If it is yours, ask TekStacks support through Help and feedback.

"SES has not found the three DKIM CNAME records yet." The three CNAME records are missing or wrong. Check that each name and value matches the card exactly, and that your DNS host did not add your domain to the name a second time.

"SES lost the DKIM records and gave new ones. Replace the three CNAME records with the ones below." Replace the three CNAME records at your DNS host with the new ones on the card.

The TXT or SPF record "was not found yet" or "does not include amazonses.com yet". DNS changes can take a while to be seen. Check that the record is in place and click Check now later. A domain has only one SPF record: add include:amazonses.com to the one you have rather than adding a second.

FAQ

Do requesters see the help.tekstacks.com address before I verify? Yes, under your company's name. Their replies still join their tickets.

Can I send from two addresses? No. Your company has one sending address. You can change its part before the @ at any time.

Does removing the sending address affect tickets? No. Only the address help desk mail comes from changes.