Set up your Support Email Address – HelpDesk

Note: Support tools below are only available to existing customers on certain plans. We are not able to change your plan to add these features, but if you have questions please reach out to our support team by clicking "Support" in the bottom-right corner of your window.

Tickets are created two ways—Customers use the "Contact Us" form, or they send an email to your support email address.

By default, an email sent to tickets@your-subdomain.uservoice.com becomes a ticket. But you may want to set up your own email address like support@your-company.com. You might even want to set up multiple email addresses. You can do this using custom email addresses.

Custom email addresses work by forwarding messages from your own mailbox to your UserVoice ticketing address. When they hit your UserVoice address they show up as tickets in the admin console. Your users will technically be sending their emails to an inbox that you own, and that inbox will automatically forward the message to UserVoice.

When you're setting this up, make sure you follow all three steps listed below.

1. Set up Email Forwarding with Your Email Provider

First, you need to set up email forwarding with your email provider (e.g. Gmail/Google Apps). All emails from your chosen address need to be forwarded to your UserVoice ticketing address.

For example, support@your-company.com needs to forward to tickets@your-subdomain.uservoice.com. You'll want to check with your email provider for how to set this up. Here is a guide for Gmail and Google Apps.

Please note: When setting up a forwarding rule, set your email account to save/archive a copy of all the emails it is forwarding. This gives you additional data redundancy for customer communications.

2. Add the custom email address in UserVoice

Now that you have forwarding set up, you need to add the email address in UserVoice.

Click the cogwheel icon in the bottom left corner
Select "General Settings"
Scroll down and click "Email Addresses"
Click "Add an email address."
Enter the email address you want to use.

You will also see two options...

Incognito mode hides kudos and tracking pixels, so your reply looks like a regular email
You'll also see the option to make the email address your default support email address in UserVoice.
Check the options you want and then save.

3. Modify Your DNS Records

You're almost done, but there's one more step if you want to ensure users get your responses. You or your IT person will want to add a DNS record that tells people that we’re authorized to send emails on your behalf. This technology is called SPF and you implement it by adding a TXTrecord.

If you don’t already have a TXTrecord, you can add one like this:

""v=spf1 a mx include:smtp1.uservoice.com ~all""

If you already have a TXTrecord, just add include:smtp1.uservoice.com after your other declarations (but before any ~all or -all).

On OSXor Linux, you can verify that this works by typing:

dig foobar.com in TXT

and you should get something like:

;;ANSWER SECTION:
foobar.com.86400INTXT""v=spf1 a mx include:smtp1.uservoice.com ~all""

How do I verify I've modified my DNS record correctly?

Click the cogwheel icon in the bottom left corner
Click the "General Settings" tab
Scroll down and click "Email Addresses"
Click ""SPF Verification."" Click the "Not verified" link. It should become a green verified button.

My SPF isn't Verifying

It can take up to 48 hours for the changes to propagate, so it may need more time.
If it's still not verifying, send a screenshot to support of the DNS record you added, so we can troubleshoot.

1. Set up Email Forwarding with Your Email Provider

2. Add the custom email address in UserVoice

3. Modify Your DNS Records

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