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Verify your sending domain so Protodesk can send authenticated email from your customer service address. This is separate from forwarding incoming mail and from connecting a custom Help Center domain. An Owner or Admin manages email setup. You also need access to the DNS zone for the domain used by the support address.

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Add the records shown for your workspace

  1. Open Settings → Email and confirm that the customer service address is correct.
  2. Find Sending emails (DNS verification).
  3. At your DNS provider, add each displayed record using its exact Type, Name, and Value.
  4. Check the DKIM TXT record and the Return-Path CNAME record separately.
  5. Save the DNS changes, then return to Protodesk.
Protodesk shows a relative name and, where useful, the full hostname. Use the form your DNS provider expects. If it appends the domain automatically, entering the full hostname again can produce an incorrect doubled domain. Use the values from your own workspace. Do not copy the sample domain or another workspace’s DKIM value. These records authenticate sending; you do not need to replace your existing mailbox MX records for this step.

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Check verification

Select Check now while verification is pending. The page also checks pending records while open. Once verified, the manual control is labeled Re-check. The setup requires both DKIM and Return-Path readiness. DNS verified does not prove inbound forwarding works or that a particular customer has received a reply. Complete the other setup steps and run an actual delivery test. DNS publication and provider checks may take time. There is no guaranteed completion time shown here; compare the records before repeatedly changing them.

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If verification remains pending

  • Confirm that you edited the DNS zone for the support address’s domain.
  • Compare record type, hostname, and value character by character.
  • Check for an accidentally duplicated domain suffix or conflicting record at the same name.
  • Make sure the Return-Path record resolves as the displayed CNAME, rather than using a web redirect or web proxy.
  • Ask the DNS administrator to check authoritative records if the dashboard still shows old values.
If Protodesk reports a provisioning or service-credential error, contact your administrator or Protodesk support. Do not delete unrelated mail records or change your mailbox’s MX records to work around that error. Changing the support address to another domain can require fresh setup and verification. Keep the existing records while they are still needed for the active sending domain. After verification, review Enable email and use Test and troubleshoot email delivery. See Forward email to Protodesk for incoming mail.