> ## Documentation Index
> Fetch the complete documentation index at: https://help.gorelo.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Send emails from your custom domain
> Add a custom domain in Gorelo to send ticket and billing emails from your own branded address, with DNS records to verify the domain in Mailgun.
## Add a custom domain
1. Navigate to Settings —> Email —> [**Settings**](https://app.gorelo.io/Admin/admin-settings#email#settings)
2. Click **Add Domain** in the top-right corner
3. Enter your domain name
4. Add the DNS records to your DNS provider and click Verify (note the ‘gorelo.’ subdomain on everything).
## Add/edit a custom email address
Adding a custom domain will automatically create two custom email addresses that you can make changes to.
* **help@** will be created as your default ticketing email address
* **accounts@** will be created as your default billing email address (outbound only)
1. Navigate to Settings —> Email —> [**Settings**](https://app.gorelo.io/Admin/admin-settings#email#settings)
2. Click the edit button on the far right of the help@ email address
3. Update any fields you need to:
* **Configuration**
* **Display name:** This is what appears as the name in Outlook/Gmail etc. when an email is received from this address.
* **Email**: This is what appears as the From address and Reply-to in Outlook/Gmail etc.
* **Group**: These groups will be automatically added to all tickets that are created from inbound emails to this address. Outbound sending is also limited to just these groups.
* You can also **Automatically apply** clients, tags and users.
* **Auto Response**
* ‘*Contacts will receive an email when a new Ticket is created by them through email*’\
Toggle this on to generate an automatic response when a new ticket is received\
This is the **Ticket Created Email** template
* ‘*Contacts will receive an email when a Ticket is merged*’ Toggle this on to generate an automatic response when a ticket has been merged (contacts of the source ticket)
* ‘*Contacts will receive the emails for the ticket statuses selected below*’\
Toggle this on to generate an automatic response when a ticket status is changed to any of the selected.\
This is the **Ticket Status Updated** template
* Email Template Management
* Select either **Ticket Created Email** or **Ticket Status Updated** from the dropdown
* **Preview** shows you what the email will look like
* **Template** is HTML and allows full customisation
* **Variables** lists the available variables for both the subject and body of the email
4. Click Save
5. Test sending an email from an unrelated email account (e.g., Gmail) directly to the Forwarding Address
## Forward emails to Gorelo
1. Navigate to Settings —> Email —> [**Settings**](https://app.gorelo.io/Admin/admin-settings#email#settings)
2. Copy the **Forwarding Address** of your default ticketing email address, e.g., [**help@gorelo.gorelodomain.com**](mailto:help@gorelo.gorelodomain.com)
3. Navigate to your email provider
4. Find the matching mailbox (without the gorelo. subdomain), e.g., [**help@gorelodomain.com**](mailto:help@gorelodomain.com)
5. Configure this mailbox to forward to the Forwarding Address, e.g., [**help@gorelo.gorelodomain.com**](mailto:help@gorelo.gorelodomain.com)
6. Test sending an email from an unrelated email account (e.g., Gmail) to the matching mailbox, e.g., [**help@gorelodomain.com**](mailto:help@gorelodomain.com)
Tips!
* Make sure your email provider allows forwarding to external domains (on an individual mailbox level for security).
* Forwarding vs. Redirect — if you’re doing this via a rule in Outlook, then use ‘Redirect to’
## Troubleshooting
### Emails are rejected/quarantined/marked as spam
Some SPF and DMARC configurations don't play well with mail that's forwarded or sent on your behalf—which is how Gorelo handles outbound emails. This can happen even after a DNS records successful verification.
Adjusting SPF and DMARC **doesn't weaken your protection**: it allows legitimate mail flow through services like Gorelo without being accidentally blocked by your anti-spoofing protections.
The following settings are the most likely to break delivery:
| Setting | Value | Result |
| ---------------------- | ---------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Hardfail SPF | `-all` | Tells receiving servers to *reject* any message that doesn't come from a listed sender. |
| Strict DMARC alignment | `adkim=s aspf=s` | Requires an exact match from the domain that signed the message (via SPF or DKIM), which fails whenever mail is signed by a subdomain or sent on your behalf. |
#### Recommended alternatives
Change your SPF and DMARC configuration to the following setting.
Changes apply to your **root domain**, not the 'gorelo' subdomain you verified records for.
| Setting | Value | Result |
| ----------------------- | ---------------- | --------------------------------------------------------------------------------------------------------------------------------- |
| Softfail SPF | `~all` | Unauthorized senders are still flagged, but the message isn't outright rejected: downstream filters and DMARC have the final say. |
| Relaxed DMARC alignment | `adkim=r aspf=r` | Allows subdomains to align with the parent domain. Your DMARC policy (`p=quarantine` or `p=reject`) still applies. |
#### Results
After changing your settings, you should obtain the following configuration within your DNS registrar:
| Record | Before | After |
| ----------- | ------------------------------------------- | ------------------------------------------- |
| TXT (SPF) | `v=spf1 include: -all` | `v=spf1 include: ~all` |
| TXT (DMARC) | `v=DMARC1; p=quarantine; adkim=s; aspf=s` | `v=DMARC1; p=quarantine; adkim=r; aspf=r` |
Alternatively, you can also **omit the DMARC configuration**, as omitting it defaults to a **relaxed alignment.**
#### Learn more
Why softfail SPF works.
Understand DMARC policies and configuration.
## FAQ
No. It ensures that legitimate emails sent through services like Gorelo aren’t mistakenly blocked, without reducing your protection against spoofing.
1. Go to your **domain’s DNS settings** (where your domain is managed: registrar or DNS host).
2. Find the existing **TXT record** that starts with `v=spf1`.
3. Edit that record and replace `-all` with `~all`. You should have something like the following:
```text theme={null}
v=spf1 include: ~all
```
4. Save the changes.
5. Wait for DNS propagation (can take a few minutes to a few hours).
You can specify the previously suggested configuration, or omit it completely, since these settings default to relaxed when omitted.
1. Go to your **domain’s DNS settings**.
2. Find the **TXT record** for DMARC (usually `_dmarc.yourdomain.com`).
3. Edit the record and change:
* `adkim=s` → `adkim=r`
* `aspf=s` → `aspf=r`
4. Save your changes. You should obtain something like:
```text theme={null}
v=DMARC1; p=quarantine; adkim=r; aspf=r
```
5. Wait for DNS propagation.
## Add/edit a custom email address
Adding a custom domain will automatically create two custom email addresses that you can make changes to.
* **help@** will be created as your default ticketing email address
* **accounts@** will be created as your default billing email address (outbound only)
1. Navigate to Settings —> Email —> [**Settings**](https://app.gorelo.io/Admin/admin-settings#email#settings)
2. Click the edit button on the far right of the help@ email address
3. Update any fields you need to:
* **Configuration**
* **Display name:** This is what appears as the name in Outlook/Gmail etc. when an email is received from this address.
* **Email**: This is what appears as the From address and Reply-to in Outlook/Gmail etc.
* **Group**: These groups will be automatically added to all tickets that are created from inbound emails to this address. Outbound sending is also limited to just these groups.
* You can also **Automatically apply** clients, tags and users.
* **Auto Response**
* ‘*Contacts will receive an email when a new Ticket is created by them through email*’\
Toggle this on to generate an automatic response when a new ticket is received\
This is the **Ticket Created Email** template
* ‘*Contacts will receive an email when a Ticket is merged*’ Toggle this on to generate an automatic response when a ticket has been merged (contacts of the source ticket)
* ‘*Contacts will receive the emails for the ticket statuses selected below*’\
Toggle this on to generate an automatic response when a ticket status is changed to any of the selected.\
This is the **Ticket Status Updated** template
* Email Template Management
* Select either **Ticket Created Email** or **Ticket Status Updated** from the dropdown
* **Preview** shows you what the email will look like
* **Template** is HTML and allows full customisation
* **Variables** lists the available variables for both the subject and body of the email
4. Click Save
5. Test sending an email from an unrelated email account (e.g., Gmail) directly to the Forwarding Address
## Forward emails to Gorelo
1. Navigate to Settings —> Email —> [**Settings**](https://app.gorelo.io/Admin/admin-settings#email#settings)
2. Copy the **Forwarding Address** of your default ticketing email address, e.g., [**help@gorelo.gorelodomain.com**](mailto:help@gorelo.gorelodomain.com)
3. Navigate to your email provider
4. Find the matching mailbox (without the gorelo. subdomain), e.g., [**help@gorelodomain.com**](mailto:help@gorelodomain.com)
5. Configure this mailbox to forward to the Forwarding Address, e.g., [**help@gorelo.gorelodomain.com**](mailto:help@gorelo.gorelodomain.com)
6. Test sending an email from an unrelated email account (e.g., Gmail) to the matching mailbox, e.g., [**help@gorelodomain.com**](mailto:help@gorelodomain.com)