Custom Email Domain

Send ticket emails from your own domain instead of the Suptask domain

By default, emails that Suptask sends to your requesters are delivered from the Suptask sending domain, [e-mail], using your organization name as the sender name.

With a Custom Email Domain, those emails are instead sent from an address on your own domain, for example [e-mail]. Your requesters see only your brand in their inbox, with no reference to Suptask in the sender address.

Setting up a custom domain is a semi-automatic process. You share your desired sending address with Suptask Support, we generate the DNS records for your domain, and your domain administrator adds them to your DNS. Suptask then verifies the records and activates the domain on your Inbox.

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What changes with a custom domain

A custom domain affects outgoing emails only. Incoming emails continue to reach Suptask through the email forwarding you already have in place.

	Default setup	Custom Email Domain
Incoming emails	Your choice of email (e.g [e-mail]), forwarded to [e-mail]	Your choice of email (e.g [e-mail]), forwarded to [e-mail]
Sender address on outgoing emails	[e-mail]	Your own address, e.g. [e-mail]
Sender name	Your organization name, e.g. Acme Inc	Your organization name, e.g. Acme Inc
Reply-to address	Suptask domain	Your own domain
DNS configuration	Not required	Required
Setup	Self-service in the Inbox	Together with Suptask Support

If you have not yet set up the Email integration, start with Email-to-Slack Ticketing. The custom domain is added on top of a working email setup.

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Before you begin

• The Email integration is enabled and working on your Inbox

• You have decided which address emails should be sent from, for example [e-mail]

• You have access to the DNS settings for that domain, or you can work with the person who does

• You have contacted Suptask Support to request the custom domain

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Step 1: Request your custom domain

Contact Suptask Support and share the following:

1. The sending address you want to use, for example [e-mail]

2. The sender name that should be displayed to your requesters, for example Acme Inc

3. The Inbox the custom domain should apply to

4. A contact person who manages your DNS, so that the records can be delivered to the right person

Suptask Support will confirm your request and generate a set of DNS records that are unique to your domain.

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Step 2: Add the DNS records

Suptask Support sends you the exact records to add. Add them in the DNS zone for your domain, exactly as provided.

Record	Type	Purpose
DKIM	TXT	Signs your outgoing emails so that receiving mail servers can verify they genuinely come from your domain
Return-Path	CNAME	Points the bounce address to a subdomain on your domain. This aligns SPF with your domain and improves deliverability

Do I need to change my SPF record? No. The Return-Path record handles SPF alignment for you, so your existing SPF record stays as it is. Suptask Support will tell you if your setup is an exception.

Add the records exactly as they are provided, without modifying the host or the value. A single missing character will cause verification to fail.

Two things to look out for, depending on your DNS provider:

• Cloudflare: set the records to DNS only. A proxied record will not verify.

• GoDaddy, Namecheap and similar: some providers automatically append your domain name to the value of a CNAME record. If the value ends up duplicated, add a trailing dot to the value to prevent it.

DNS changes are not immediate. Most providers publish the records within a few minutes, but it can take up to 24–48 hours before they are visible everywhere.

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Step 3: Verification and activation

When the records are in place, let Suptask Support know.

1. Suptask verifies that all records resolve correctly on your domain

2. Suptask activates the custom domain on the Inbox you selected

3. You send a test email to your support address and confirm that a ticket is created

4. You reply on the ticket in Slack and confirm that the reply arrives from your own domain

If verification fails, Suptask Support will tell you which record is missing or incorrect so you can adjust it.

A custom domain is activated per Inbox. If you have several Inboxes that should send from your own domain, tell Suptask Support which ones during Step 1.

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Incoming emails still use forwarding

A custom domain does not change how emails reach Suptask. Emails sent to your address must still be forwarded to [e-mail].

If you have not set up forwarding yet, follow the guide for your provider:

• Gmail / Google Workspace

• Microsoft Outlook

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Email security and deliverability

Suptask supports the most recent email security standards to ensure email deliveries. This includes DMARC, DKIM and SPF.

When your domain is fully authenticated, your requesters get a cleaner and more trustworthy experience:

• No via tag in Gmail and no on behalf of indicator in Outlook

• Emails align with your existing DMARC policy through both DKIM and the Return-Path

• Better deliverability, since messages are signed by your own domain reputation

If you do not yet have a DMARC policy on your domain, we recommend adding one. It is not required by Suptask, but Google and Yahoo expect it from bulk senders.

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Troubleshooting

Verification keeps failing Confirm that the records were added to the correct domain, that Cloudflare proxying is turned off, and that your DNS provider has not appended the domain name to the CNAME value. A duplicated hostname is the most common cause.

Emails still arrive from the Suptask domain The custom domain is activated per Inbox. If emails from a specific Inbox still come from [e-mail] after activation, contact Suptask Support so we can verify the configuration on that Inbox.

Emails land in spam Check that your SPF record has not exceeded the DNS lookup limit, and that your DMARC policy is not stricter than your current setup allows. Suptask Support can help you review the records.

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Need help?

Contact Suptask Support if you have any questions about setting up a custom email domain.

Email-to-Slack TicketingEmail Customization