Question 1

What is the "Add a mailbox using DNS Records" option?

Accepted Answer

It lets you use any email address on a domain you own (for example support@yourcompany.com) without signing in to Google or Microsoft. You enter the address, add a few DNS records to your domain so Deskhero can safely send emails on your behalf, and set up email forwarding from your existing email provider to a Deskhero forwarding address so incoming emails reach Deskhero and become tickets.

Question 2

How does the DNS mailbox setup work, step by step?

Accepted Answer

1) Click "Add Mailbox" and choose "Add a mailbox using DNS Records". 2) Enter the email address you want to use with Deskhero, pick or create the domain, and choose the group to attach the mailbox to. 3) Deskhero shows the DNS records to add to your domain; this ensures Deskhero can securely send emails on your behalf and is a one-time setup per domain. 4) Configure Email Forwarding: in your current email provider, forward incoming mail from your address to the Deskhero forwarding address shown on screen, then click "Verify mailbox" so Deskhero sends a test message to confirm it arrives as a ticket.

Question 3

What DNS records do I need to add to verify my email domain?

Accepted Answer

Deskhero asks you to add three CNAME records to your domain's DNS. Each record has a host name ending in _domainkey followed by your domain (for example something like abc123._domainkey.yourcompany.com) and points to a value on a Deskhero-managed key domain. These records let Deskhero cryptographically sign and safely send emails on behalf of your domain. Each record shows a status that moves from Pending to Completed once Deskhero can see it in DNS.

Question 4

Why does Deskhero need DNS records on my domain?

Accepted Answer

The setup screen explains it directly: "To complete the DNS setup, please add the following records to your domain. This ensures Deskhero can securely send emails on your behalf." The records delegate email-signing keys for your domain to Deskhero, so replies your team sends from Deskhero are properly authenticated and less likely to land in spam. It is a one-time setup per domain.

Question 5

My email domain shows a Setup DNS button and is not verified. What should I do?

Accepted Answer

A "Setup DNS" button appears next to a custom domain until every DNS record has been verified. 1) Click "Setup DNS" to reopen the list of required records. 2) In your DNS provider, check that each record's host name and value exactly match what Deskhero shows; a copy button is provided for each value. 3) Wait for DNS changes to propagate and check again; each record's status changes from Pending to Completed, and the domain shows as Verified once all records are completed.

Question 6

What does the domain status Verified mean on the Mailboxes page?

Accepted Answer

A custom email domain shows the status Verified once all of its required DNS records have been found and confirmed in your domain's DNS. Until then the domain stays Pending and a "Setup DNS" button is shown so you can review the records that still need to be added.

Question 7

What is the forwarding email address in the DNS mailbox setup?

Accepted Answer

For mailboxes set up with DNS records, Deskhero does not sign in to your email provider, so it cannot fetch incoming mail itself. Instead, you configure your existing email provider to forward incoming messages from your support address to a unique Deskhero forwarding address (shown on the Configure Email Forwarding screen with a copy button). Once forwarding is in place, every email sent to your address is delivered to Deskhero and becomes a ticket.

Question 8

How do I verify that email forwarding is working?

Accepted Answer

On the Configure Email Forwarding screen: 1) Go to your email provider and set up forwarding from your support address to the Deskhero forwarding address shown. 2) Click "Verify mailbox". Deskhero sends a test message to your address and confirms it was received as a ticket; you will see the notification "Verification email sent". You can also press "Setup forwarding" later on any mailbox whose status is "Forwarding required".

DNS and forwarding

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