Email on your own domain: DNS records step by step

The own-domain email channel gives you an address like [email protected]: customer emails become tickets, and operator replies go out from your domain — not ours. Setup takes 10–15 minutes; all you need is access to the domain's DNS panel (registrar or Cloudflare).

No DNS access, or need a quick start? Connect a Gmail mailbox — no records, but with Gmail's limits. You can switch to your own domain any time.

Step 1. Enter the address

1. Open Channels → Add channel → Email.
2. Pick Own domain and enter your support address — e.g. [email protected].

The domain locks to your account: while the channel exists, no other TicketON account can connect addresses on it. Seeing “domain already in use”? It's taken by another account (possibly your own second one) — remove the channel there or message us in chat.

Step 2. Add the DNS records

The panel shows records with exact values for your domain — copy each into your registrar's DNS panel. The set looks like:

Type	Purpose	Why
TXT (DKIM)	email signature	your replies don't land in spam
TXT (SPF)	allowed senders	same — deliverability
MX × 2	receiving	customer emails reach TicketON

About MX. The panel first shows the sending records (DKIM/SPF), and the receiving MX records appear after sending is verified — add them too. The channel is fully connected when both sending and receiving are green: a yellow “receiving not set up” banner will tell you if MX is still missing.

Receiving is configured in one of two modes — the panel asks which is your case:

• “The domain already has email — set up forwarding” — MX stays untouched; you forward from your mailbox to a technical address from the panel, while TicketON still replies from your domain (DKIM is already verified).
• “The domain has no email — receive everything here” — you add the MX records and all the domain's mail comes straight to TicketON. Note: literally all of it — use this only for domains/subdomains with no other mail (e.g. a dedicated support.yourbrand.com).

The panel also offers a DMARC record — optional, but it improves deliverability and protects the domain from spoofing.

Step 3. Wait for verification

DNS changes usually apply within minutes, but a registrar can take up to 24–48 hours. Each record's status is visible in the panel — refresh after adding everything.

When the records turn green:

1. Send an email from a personal mailbox to [email protected] — a ticket appears in Chats.
2. Reply from TicketON — the reply lands in the same thread of your inbox, from your domain.

After connecting

• Set up the auto-reply, signature and rating email in the channel settings — the signature supports variables (operator name, ticket number).
• In the email channel the customer always writes first: you can't start a new outbound thread from the panel — only reply in existing tickets.
• Deleting the channel releases the domain and stops receiving — a reconnect requires DNS verification again.

Emails not arriving? Walk the “Emails not arriving: DNS/MX checklist” — it covers every typical cause from invisible MX to DNS cache.