Domain Management

Overview

Domain Management allows you to verify ownership of your company's domains and configure email routing. Verified domains enable features like email-to-ticket conversion, branded email sending, and automatic customer recognition.

Why verify domains?

Verified domains unlock several features:

• Email-to-ticket: Automatically create tickets from emails sent to your domain
• Branded sending: Send emails from your own domain instead of a generic address
• Customer matching: Automatically associate incoming emails with existing customers
• Security: Prevent unauthorized use of your domain in the platform

Adding a domain

1. Navigate to Settings > Domains
2. Click Add Domain
3. Enter your domain name (e.g., yourcompany.com)
4. Click Add

The domain will be added in an "Unverified" status until you complete verification.

Verifying a domain

Domain verification proves you own or control the domain. Core supports multiple verification methods:

DNS TXT record (recommended)

1. Open the domain details in Settings > Domains
2. Copy the TXT record value provided
3. Add a TXT record to your domain's DNS settings:
   • Host/Name: @ or leave blank (depending on your DNS provider)
   • Type: TXT
   • Value: The verification code from Core
4. Return to Core and click Verify

DNS changes can take up to 48 hours to propagate, though most complete within minutes.

CNAME record

For some configurations, a CNAME record may be used:

1. Copy the CNAME details from the domain settings
2. Add the CNAME record to your DNS
3. Click Verify once added

Domain status

Email routing

Once verified, configure how emails to your domain are handled:

Inbound email

Set up email-to-ticket conversion:

1. Open the verified domain
2. Enable Inbound Email Processing
3. Configure the routing rules:
   • Which addresses create tickets (e.g., support@)
   • Default ticket category
   • Default assignee or team

Outbound email

Send emails from your domain:

1. Open the verified domain
2. Enable Outbound Sending
3. Configure SPF, DKIM, and DMARC records as instructed
4. Test sending to confirm delivery

DNS records for email

For full email functionality, you may need these DNS records:

Core provides the specific values for each record in the domain settings.

Multiple domains

You can add multiple domains to your workspace:

• Different domains for different brands or divisions
• Separate support addresses for different products
• Both primary domain and any aliases

Each domain must be verified separately.

Removing a domain

1. Navigate to Settings > Domains
2. Find the domain to remove
3. Click the delete icon
4. Confirm the removal

Removing a domain:

• Stops email processing for that domain
• Disables sending from that domain
• Does not affect existing tickets or records

Troubleshooting

Verification failing

• DNS not propagated: Wait up to 48 hours and try again
• Wrong record value: Double-check you copied the exact value
• Wrong record type: Ensure you're using TXT (not CNAME) for TXT verification
• Existing conflicting records: Some DNS providers require removing conflicts

Emails not creating tickets

• Confirm the domain is verified
• Check that inbound email processing is enabled
• Verify the sending address matches your routing rules
• Check spam/junk folders for test emails

Best practices

• Verify domains early before you need email features
• Set up all DNS records for best email deliverability
• Test thoroughly after configuration
• Monitor regularly for any delivery issues

See also

• Notifications - Configure email notifications
• Tickets - Email-to-ticket workflow