What is this and why do I need it?

We cannot send emails from Desk to your customers using your email address without your permission. If we did, it would have a high chance of either being marked as spam or our servers being blacklisted by the major email providers. 

Without setting this up, your emails will go out with a message saying they are sent via teamworkdesk.com, from a different address. That address will be support=company@teamworkdesk.com (based on an inbox email address of the format support@company.com).

Please note - if you choose to use your own SMTP server to send emails from Desk, you do not need to worry about giving us permission to send emails on your behalf.

What to do

You'll need to add three new records to your DNS through your domain provider (usually you'll have a control panel to do this on the site where you registered your domain, such as GoDaddy). We can't give full step by step instructions on how to do this since each interface is different, but your domain provider is likely to have a tutorial or help available to show you how to do it. 

You can find the details of the records that you need to add by clicking the settings menu in the lower left of the screen and choosing inboxes, selecting the inbox you want to verify the address for, and going to the email settings for that inbox. You'll see a check verification button here, and when you click that you'll see the details of the records that you need to add. They will be based on your inbox address, and will look similar to this:


Just add the CNAME records in your DNS settings (the details in the 'Record' fields are what you put in the 'Data' field although they may be labelled differently in your control panel). 

That's it!

Once you have done this successfully, we'll be able to guarantee much more reliable delivery of your email responses to your customers! It'll also help your replies to avoid being marked as spam.

Please note that it can take up to 48 hours for the changes made to your DNS to become visible across the web, so you may have to be patient when clicking the test buttons respectively in the email settings section of your inbox in Desk.