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

Navigate to Settings > 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.

Availability: Managed domains are available on paid plans. On appliance and Essentials installs, outbound email goes through SMTP instead, and your outbound domain comes from the SMTP From Address. See Set Up Email on the Appliance.

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 > 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 > Email > Outbound Email.
   • Your domain will show one of these statuses:
     • Pending - Waiting for DNS verification; AlgaPSA checks automatically, starting every 5 minutes and backing off to once per hour, for up to 72 hours from when the domain was added
     • Verified - Domain is active and ready to use
     • Failed - Verification failed — either from a configuration error or because DNS records were not detected within the 72-hour verification window (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 checks automatically on the same escalating schedule (starting every 5 minutes, backing off to once per hour).

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 (AlgaPSA continues checking automatically).
  • Click Re-check DNS to trigger a manual verification.
  • 72-hour verification window: AlgaPSA verifies for a maximum of 72 hours after the domain is added. If DNS records are not detected within that window, the domain is automatically marked Failed. Remove the domain, correct your DNS records, and add it again to start a fresh verification window.

• "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 with the email provider, or the 72-hour verification window closed before DNS records were detected.
  • Remove the domain, correct any DNS record issues, and re-add it to start a fresh 72-hour verification window.

• 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).