10.16. Set Up a Custom Outbound Email Domain with DNS Verification

Navigate to Settings > General > Email > Outbound Email.

This section explains how to configure a custom email domain in AlgaPSA. Adding a custom domain allows you to send ticket notifications and other emails from your own domain (e.g., support@yourcompany.com) instead of a shared system domain.

Overview

• Purpose: Send outbound emails from your own branded domain for a professional appearance.
• How It Works: Add your domain, configure DNS records with your DNS provider, and AlgaPSA verifies ownership before enabling the domain.
• Benefit: Improved email deliverability, brand consistency, and client trust.

Prerequisites

• Access to your domain's DNS management (e.g., GoDaddy, Cloudflare, Namecheap, or your hosting provider).
• Administrative permissions in AlgaPSA to manage email settings.

Adding a Custom Domain

1. Navigation: Go to Settings > General > Email, then select the Outbound Email tab.

2. Enter Your Domain:

   • In the Managed Domains section, enter your domain name (e.g., yourcompany.com).
   • Click Add Domain.

3. View Required DNS Records:

   • After adding the domain, AlgaPSA displays the DNS records you need to configure.
   • You will typically see 3-4 records including:
     • TXT Record - For domain verification and DKIM signing
     • MX Record - For mail routing (if applicable)
     • CNAME Record - For bounce handling and tracking

4. Copy DNS Records:

   • Click the Copy button next to each record value.
   • Keep this page open while you configure your DNS provider.

Configuring DNS Records

1. Log into Your DNS Provider: Access your domain's DNS management panel (GoDaddy, Cloudflare, etc.).

2. Add Each Record: For each DNS record shown in AlgaPSA:

   • Create a new record of the specified Type (TXT, MX, or CNAME).
   • Enter the Name/Host exactly as shown (this is often a subdomain like resend._domainkey).
   • Enter the Value exactly as shown (use the Copy button to avoid typos).
   • Set the TTL as recommended (typically 300 or 3600 seconds).
   • For MX records, enter the Priority as specified.

3. Save Changes: Save each DNS record in your provider's interface.

Note: DNS changes can take anywhere from 5 minutes to 48 hours to propagate, depending on your DNS provider and TTL settings.

Verifying Your Domain

1. Wait for DNS Propagation: After adding DNS records, wait at least 5-10 minutes for initial propagation.

2. Check Verification Status:

   • Return to Settings > General > Email > Outbound Email.
   • Your domain will show one of these statuses:
     • Pending - Waiting for DNS verification
     • Verified - Domain is active and ready to use
     • Failed - Verification failed (see troubleshooting below)

3. Re-check DNS (if needed):

   • If the domain is still pending, click Re-check DNS to trigger a manual verification.
   • The system also automatically checks every few minutes.

4. Review Detection Status: Each DNS record shows its detection status:

   • Detected (green) - Record found and matches expected value
   • Mismatch (amber) - Record found but value is incorrect
   • Not Found (red) - Record not yet detected in DNS

DNS Record Reference

After Verification

Once your domain is verified:

• The domain becomes your default outbound domain for emails.
• You can select it in the Ticketing From Address dropdown.
• All outbound ticket notifications will use this domain.

Troubleshooting

• Domain stuck on "Pending":

  • Verify all DNS records are added correctly (check for typos).
  • Ensure you're editing the correct domain in your DNS provider.
  • Wait up to 48 hours for full DNS propagation.
  • Click Re-check DNS to trigger a manual verification.

• "Mismatch" status on a record:

  • Compare the detected value (shown in the UI) with the expected value.
  • Update the record in your DNS provider to match exactly.
  • Some providers add trailing periods or modify values - ensure exact match.

• "Not Found" status on a record:

  • Double-check the record name/host field in your DNS provider.
  • Some providers require just the subdomain (e.g., resend._domainkey) while others need the full domain.
  • Verify the record type matches (TXT vs CNAME vs MX).

• Domain shows "Failed":

  • Check the failure reason displayed in the UI.
  • Common causes: incorrect DNS records, domain already registered elsewhere, or DNS propagation timeout.
  • Remove the domain and re-add it after fixing the DNS records.

• Cannot remove a verified domain:

  • Ensure no email addresses are using this domain as their "From" address.
  • Update the Ticketing From Address to use a different domain first.

Best Practices

• Use a dedicated subdomain for transactional email if you have strict DMARC policies (e.g., mail.yourcompany.com).
• Keep TTL values low (300 seconds) during initial setup for faster propagation, then increase after verification.
• Document the DNS records you've added for future reference.
• Test email delivery after verification by sending a test ticket notification.
• Consider setting up SPF and DMARC records for improved deliverability (consult your IT team).