Sending help desk replies from your own email domain (SPF and DKIM setup)

Sending help desk replies from your own email domain (SPF and DKIM setup)

When an agent answers a ticket, the reply can be sent from your own email address — say support@yourcompany.com — so your customers see your brand, not a system address. To send on your behalf safely, mail systems require two DNS records on your domain (SPF and DKIM) plus a small verification record. NexerIQ generates all of them for you; you paste them into your domain's DNS and click Verify. Don't worry if DNS isn't your background — it's three copy-paste records, and this guide walks through each one.

How it works

Until your domain is verified, help desk emails are sent from your company's default NexerIQ sender — everything still works, just without your branding. Once the domain is verified and you've set an inbox's Outbound from address, acknowledgements and agent replies from that inbox are sent from that address, signed with your domain's DKIM key so they land in inboxes rather than spam folders.

Step 1 — Add your domain

  1. Go to Settings → Email Settings.
  2. Under sender domains, choose Add domain and enter your domain, e.g. yourcompany.com.
  3. NexerIQ shows the DNS records to publish (next step) — keep this screen open.

Step 2 — Publish the DNS records

Add these at your DNS provider (where your domain is registered or hosted). The setup screen shows the exact names and values for your domain:

  • Ownership (TXT) — a record at _nexeriq-verify.yourcompany.com containing a one-time verification value. This proves the domain is yours.
  • DKIM (TXT) — a record at <selector>._domainkey.yourcompany.com containing your signing key. This lets receiving mail servers confirm the message really came from your domain and wasn't altered.
  • SPF (TXT) — a record on the domain itself: v=spf1 include:spf.nexeriq.com ~all. If you already have an SPF record, don't add a second one — add include:spf.nexeriq.com to the existing record instead (a domain must have only one SPF record).

A DMARC record is also suggested; it's optional but recommended for deliverability.

Step 3 — Verify

  1. Back in Settings → Email Settings, open your domain and click Verify. NexerIQ checks each record and shows what was found next to it — the domain becomes Verified when the ownership, DKIM, and SPF records are all in place.
  2. DNS changes can take a little while to spread — if verification doesn't pass immediately, wait a few minutes and try again. NexerIQ also re-checks periodically in the background.

Step 4 — Set the inbox identity

  1. Go to Settings → Help Desk and edit the inbox in the Inboxes card.
  2. Enter the Outbound from address — e.g. support@yourcompany.com — and a friendly Outbound from name, e.g. Yourcompany Support.
  3. Click Save. The address must belong to a verified domain; the form will tell you if it isn't verified yet.

What your customers see

Ticket acknowledgements and agent replies from that inbox now arrive from support@yourcompany.com, with the ticket number in the subject. When a customer replies, the message threads back onto the same ticket in NexerIQ — the full loop runs under your brand.

Tip: this pairs naturally with forwarding. Point support@yourcompany.com at your NexerIQ intake address (see Forwarding your support address to NexerIQ) and set the same address as the inbox's outbound identity — inbound and outbound both flow through your own address, and NexerIQ does the work in between.

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