Email domains

Add these recordsCustom email domains enable different aliases for your agents and ticket creation for inbound emails.

To start, verify your domain in Settings → Sub-Company → Email Domains → Create Email Domain.

Enter the domain you would like to use for your team in the Domain field. You can put either a root domain (website.com) or a subdomain (mail.website.com).

The Automatic Security option depends on your specific needs. It's generally best to verify a sub-domain and turn on automatic security.

If you are verifying a subdomain, it is always almost preferred to Enable Automatic Security. This is option requires less configuration. In this case, you will need to add three CNAME records to your domain host. For guidance on this, check your domain provider's documentation.

If you are verifying a root domain, you must Disable Automatic Security. This configuration is typically not recommended unless you are confident in your implementation. This is because verifying a root domain will have unintended consequences in many cases, such as if you are using your standard business email through your root domain.

After adding your domain records, click Verify. Once verified, the Senders tab will be activated, allowing you to configure different emails for sending and receiving.

Note! Different domains hosts have different ways to specify the records, which is not only copy+paste from the Proto Email Domain records. Be sure to check your domain host's documentation for specific instructions.

Popular domain hosts like GoDaddy and Namecheap will automatically add your root domain to DNS records. For instance, if your domain is website.com, and your CNAME record is mail.website.com, you should add mail as the host instead of mail.website.com. The "@" symbol is used to represent the root domain. For example, if adding a record for website.com, you should add "@" as the host.

AWS Route 53 config example

Don't add the whole domain to the Record name field while creating a record. To route traffic for the name of the domain, such as example.com, leave the Record name field blank. The default value is the name of the hosted zone. To route traffic for a subdomain, such as www.example.com, enter the subdomain name but without the domain name. For example, to route traffic for www.example.com, enter only www. Once record created, Record name field contains full info with subdomain and domain name.

All records (MX, TXT, etc) are in the same section.

AWS Route 53 config set up

Proto records for the prolingual.cx Email Domain

NameCheap config example

Note! Namecheap DNS system automatically adds the domain name to the values submitted during record creation. Make sure that your domain name is not duplicated in the values (e.g., that you enter your subdomain just like mysubdomain and not like mysubdomain.company.com). "@" will point the root domain (for example company.com). The MX records go in a different section.

NameCheap config set up

Proto records for the company.com Email Domain

Create Sender

Once Email Domain is verified, the Senders tab will be activated, allowing you to configure different emails for sending and receiving messages.

To create a Sender:

1. Open desired Email Domain

2. Open Senders tab and click "Create Sender"

1. Fill in domain, name type and enable/disable "create tickets from emails" feature

Note! "Create tickets from emails" feature enables new ticket creation from each inbound email not associated with an existing ticket.

1. Click "Create", after that Sender will appear in list.

Note! It's impossible to edit created Sender, only Delete

Delete Sender

1. Open desired Email Domain

2. Open Senders tab

3. Select desired sender

4. Click "Delete Email Senders"

5. Confirm the deletion by clicking "Delete" button in the pop-up dialog.