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
- Navigate to Settings > Domains
- Click Add Domain
- Enter your domain name (e.g.,
yourcompany.com) - 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)
- Open the domain details in Settings > Domains
- Copy the TXT record value provided
- 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
- Host/Name:
- 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:
- Copy the CNAME details from the domain settings
- Add the CNAME record to your DNS
- Click Verify once added
Domain status
| Status | Description |
|---|---|
| Unverified | Domain added but not yet verified |
| Pending | Verification in progress |
| Verified | Domain ownership confirmed |
| Failed | Verification failed (check DNS settings) |
Email routing
Once verified, configure how emails to your domain are handled:
Inbound email
Set up email-to-ticket conversion:
- Open the verified domain
- Enable Inbound Email Processing
- 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:
- Open the verified domain
- Enable Outbound Sending
- Configure SPF, DKIM, and DMARC records as instructed
- Test sending to confirm delivery
DNS records for email
For full email functionality, you may need these DNS records:
| Record Type | Purpose |
|---|---|
| TXT (SPF) | Authorizes Core to send email on your behalf |
| CNAME (DKIM) | Provides email authentication signatures |
| TXT (DMARC) | Tells receivers how to handle authentication failures |
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
- Navigate to Settings > Domains
- Find the domain to remove
- Click the delete icon
- 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