Use your own sending domain (custom sender)

By default ADS Helpdesk sends replies from a managed platform address and routes customer responses back to your inbox. To make replies come from your own address (for example support@yourcompany.com), connect a custom sender. This is available on the Pro and Max plans.

Option A: Custom SMTP sender

1. Go to Admin → Inboxes, open your email inbox, and find the Outbound section on the Connect & test step.
2. Turn on Use customer SMTP sender.
3. Fill in:
   • From name: what recipients see (e.g. Your Company Support).
   • From email: your support address.
   • SMTP host & port: Gmail uses smtp.gmail.com port 587; Microsoft 365 uses smtp.office365.com port 587.
   • Username & password: use an app password where required.
   • Encryption: choose STARTTLS (port 587) or SSL/TLS.
4. Save, then click Send outbound test to confirm delivery.

Option B: Managed sending (zero config)

If you don't enable a custom SMTP sender, ADS Helpdesk sends from its managed address and threads replies back to your inbox automatically. This is the simplest option and needs no DNS work, but customers won't see your domain on the From line.

Keep deliverability high with DNS

When you send from your own domain, add DNS records so mailbox providers trust your mail and it doesn't land in spam:

• SPF: authorize your sending server in your domain's SPF record.
• DKIM: enable DKIM signing with your email provider and publish the key.
• DMARC: publish a DMARC policy once SPF and DKIM pass.

Note: SPF/DKIM/DMARC are configured at your DNS host and email provider, not inside ADS Helpdesk. Most teams finish in about 10 minutes. If you're unsure, your IT admin or domain registrar can help.

Test and verify

1. Send a reply from a real ticket.
2. Check that the recipient sees your From name and address.
3. Open the message headers and confirm SPF and DKIM pass.

Troubleshooting

• Outbound test fails: double-check SMTP host, port, encryption, and that you used an app password.
• Replies land in spam: verify SPF and DKIM, and warm up a new domain gradually.
• Want to revert: switch off the custom SMTP sender to fall back to managed sending instantly.