Use your own support address, such as support@yourcompany.com, to receive customer messages and send replies from initdesk.

There are two parts to the setup: verify a Sending domain for your organization, then configure and turn on a Company email address for each inbox. Verifying the domain alone does not change the sender.

This is separate from your Help Center's custom domain, which changes the portal's web address.

Before you start

You need:

• An account owner or admin role in initdesk.
• Access to your domain's DNS settings, or someone who can add the records for you.
• A working support mailbox and access to its forwarding settings.

For example, if customers will write to support@yourcompany.com, use yourcompany.com as the sending domain.

1. Add and verify your sending domain

1. Go to Settings → Sending domains.
2. Click Add domain.
3. Enter the domain after the @ in your support address, such as yourcompany.com. Do not enter an email address, a URL, or a www. prefix.
4. Click Add domain to open its DNS setup.
5. At your DNS provider, add the records shown in initdesk. Copy each record's type, Name, and Value exactly. You can also click Copy instructions to share the complete setup with the person who manages your DNS.
6. Return to initdesk and click Check DNS.
7. Wait until the domain shows Verified.

The DNS records are grouped by purpose:

Use the DNS values shown for your domain. The MX record in this setup is for bounce handling; keep the records your existing support mailbox needs to receive mail.

DNS changes can take time to become visible. If a required record shows Missing or Mismatch, check it at your DNS provider and run Check DNS again.

Important: Verified means the domain is ready to use in an inbox. It does not mean sending from your company address is turned on.

2. Choose the address for your inbox

1. Go to Settings → Inboxes and open the inbox.
2. Open Email.
3. Under Company email address, click Use company address. If setup has already started, use the action shown there, such as Continue setup or Manage.
4. Select your verified Sending domain.
5. Enter the complete Company email address, such as support@yourcompany.com.
6. Click Save address.

If no verified domain is available, finish step 1 first. When you open domain setup from an inbox, Continue company email setup takes you back after verification.

Saving the address does not turn on sending. Changing the address requires a new inbound check.

3. Forward incoming email

Under Forward incoming email, initdesk shows the company address and the exact forwarding destination for this inbox.

1. Click Copy forwarding target.
2. Open your support mailbox's settings at your email provider.
3. Set up automatic forwarding from your company address to the initdesk destination shown.

Keep the original sender, subject, and message headers intact. For Google Workspace, Gmail, and other providers, follow Handle support email.

If you already forward this mailbox to the same initdesk inbox, check that the destination matches. Keep one forwarding method for that address so a message is not forwarded twice.

4. Check the forward

1. Return to the company email setup in initdesk.
2. Under Check the forward, click Send inbound check.
3. initdesk sends a check message to your company address. Your forwarding rule must deliver it back to this inbox.
4. Wait for Inbound connected.

The check message does not create a customer ticket. While Waiting for the check is shown, wait for the current attempt to finish. If it fails, review the guidance on screen, correct the issue, and click Send again.

5. Turn on sending

Once the setup shows Ready to turn on:

1. Under Turn it on, click Turn on for sending.
2. Confirm that the page shows Company email address is live.
3. Check Current sender to confirm the address initdesk will use.

This applies to new conversations. Existing conversations keep their current sender. A ticket created before activation will not switch to the new address.

This setting covers support conversations. It does not change the sender for team invitations, sign-in codes, or billing emails.

6. Test a new conversation

1. From an email account outside your company domain, send a new message to your company support address.
2. Confirm that it appears as a new ticket in the correct initdesk inbox.
3. Reply from initdesk.
4. Open the reply in the external mailbox and check that the sender is your company address.
5. Reply once more from the external mailbox and confirm that the message returns to the same ticket.

Use a new message to start this test, rather than replying to a conversation that existed before activation.

Troubleshooting

My domain is verified, but I cannot turn on sending.

Domain verification is only the first part. Save the company address for the inbox and complete the inbound check. Sending becomes available when the setup is ready.

The inbound check did not connect.

Confirm that the company mailbox exists and receives mail. Check the forwarding destination, spam folder, and mailbox filters. Make sure the forwarding method preserves the original subject and headers. Follow any delivery guidance shown in initdesk, then try Send again.

If initdesk reports a delivery block or the mailbox keeps rejecting the check, contact support. Repeated checks alone may not resolve it.

Replies still use an initdesk address.

Confirm that you clicked Turn on for sending, check Current sender, and test a new conversation. Older conversations retain their existing sender. Also check that the ticket belongs to the inbox you configured.

The address was live, but now it needs attention.

Check the domain under Settings → Sending domains. If its DNS verification is lost, new conversations use the initdesk sender. Restore the required DNS records and follow the setup status to recover.

I cannot see Sending domains or Company email address.

Only account owners and admins can configure them. Ask an owner or admin in your organization to complete the setup.

Frequently asked questions

Can I use the same domain for more than one inbox?

Yes. Verify the domain once for the organization, then configure and turn on a company address separately for each inbox.

Can I stop sending from my company address?

Yes. Open the company email setup and click Stop using for sending. New conversations return to the initdesk sender. This does not remove the forwarding rule at your email provider.

Related articles

• Handle support email
• Creating new inboxes
• Custom domain for your Help Center

Questions?

If you need help, use Open a ticket at the bottom of this page. Tell us the inbox, company address, email provider, and the status or message shown in setup.