Send replies from your own domain
Verify your domain with a DKIM and a Return-Path record so Hushdesk replies come from support@yourstore.com and land in the inbox, not spam.
Last updated 2 min read
By default, Hushdesk sends your replies from a shared sending address with your store name on it. When you verify your own domain, replies go out as your support address, signed for your domain, so they look right and land in the inbox rather than spam.
Before you start
- Who can do this: owners and admins in Hushdesk, plus someone who can edit your domain's DNS.
- Plan: all plans.
- What you need: a support address on your own domain (not gmail.com, outlook.com and so on) that already forwards to Hushdesk.
- Time: about ten minutes, plus DNS waiting time.
Step by step
- Open Settings > Email and press your support address.
- In step 4. Send replies as … (marked optional), press Show my DNS records.
- Two records appear: DKIM (proves the email is yours), a TXT record, and Return-Path (handles bounces), a CNAME record. Each has a Host / name and a Value with copy buttons.
- Sign in where you manage your domain's DNS: your registrar, Shopify domains or Cloudflare.
- Add both records exactly as shown. Copy and paste rather than typing.
- Back in Hushdesk, press Check DNS now. Each record shows Found, Not found yet, Wrong value or Lookup failed, with advice when it is not right.
- When both pass, a message says your domain is verified.
What happens next
Step 4 says replies go out as your support address, "signed for your domain so they land in the inbox, not spam". The address shows a Domain verified badge on the Email list. Every reply from then on uses your address and the Name on your replies.
If SPF or DMARC need attention, the page shows a tip. See Set up SPF and DMARC for support email.
What the records do
| Record | Type | Purpose |
|---|---|---|
| DKIM | TXT | Signs each reply so receivers know it really came from your domain |
| Return-Path | CNAME, for example pm-bounces.yourstore.com |
Handles bounces under your domain, which improves deliverability |
Tips
- Paste long DKIM values in full. Some DNS hosts split long values into quoted chunks; that is fine.
- If you use Cloudflare, set the Return-Path CNAME to DNS only (grey cloud), not proxied.
- Changing the support address starts these checks again for the new domain.
Troubleshooting
"Only gmail itself may send as @gmail.com. …"
Free mailbox domains cannot be verified (the message names your provider). Replies go from the shared address with your store name; customers' answers still come back to you.
"Could not register yourstore.com for sending: …"
Our email provider refused to register the domain. The text after the colon says why. Try again later or contact support.
"Set up the domain first"
Press Show my DNS records before Check DNS now.
"No TXT record at … yet. Add it, then wait for DNS to propagate (usually minutes, up to 48 h)."
The DKIM record is not visible yet. Check the host name and wait a little.
"Add a CNAME record pm-bounces.… → …"
The Return-Path record is missing. Add the CNAME exactly as shown.
"Note: email sending isn’t connected on this server yet, so replies are saved in Hushdesk but not emailed."
This server cannot send email yet. Replies are kept in the ticket but not delivered until sending is connected.
Frequently asked questions
Why do Hushdesk replies come from a different address?
Until your domain is verified, replies go out from Hushdesk's shared sending address with your store name, because nobody may send as your domain without proof. Customers still see your store name, and their answers come back to the same ticket. Verify your domain and replies come from your own address.
Which DNS records do I need to send from my domain?
Two. A DKIM record, a TXT record that proves the email is yours, and a Return-Path record, a CNAME that handles bounces. Hushdesk shows the exact host and value for each with copy buttons. SPF and DMARC are checked too and come with advice when they need attention.
How long does domain verification take?
Adding the records takes a few minutes. DNS changes usually spread within minutes but can take up to 48 hours. Press Check DNS now whenever you like; each record shows Found, Not found yet or Wrong value, and the domain becomes verified once DKIM and Return-Path pass.
Can I verify a gmail.com or outlook.com address?
No. Only the mailbox provider may send as its own addresses, so free addresses such as gmail.com, outlook.com, yahoo.com or zoho.com cannot be verified. Replies go from Hushdesk's shared address with your store name. Using your own domain for support lets replies come from it.
Where do I add the DNS records?
Wherever your domain's DNS is managed. That is usually your domain registrar, Shopify domains if you bought the domain through Shopify, or Cloudflare. If you are not sure, search your domain in a DNS lookup tool or ask whoever set up your website.
Why does the page say the DKIM record is not ready yet?
The DKIM key is issued by our email provider. On a server where email sending is not connected yet, the page explains that the DKIM record appears once sending is connected. You can add the Return-Path record now and come back for DKIM later.
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Related articles
- Set up SPF and DMARC for support emailUnderstand the SPF and DMARC checks on the email setup page, what the advice means and how to fix two SPF records or a missing DMARC record.
- Connect your support emailBring your support mailbox into Hushdesk in about five minutes. Add the address, forward it to your private Hushdesk address and send a test.
- Check if a reply was emailedEvery email reply shows a delivery line under it. Learn what Emailed to, Not emailed and Email failed mean, and what to do about each one.
- Troubleshoot email forwardingEmails not reaching Hushdesk? Work through the common causes, from forwarding left off or blocked to filters, typos and confirmation codes.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.