Email Sender

By default, helpdesk emails are sent from a shared Elysium Systems address. The Email Sender settings let you send from your own domain and display name, so your customers see emails that match your brand.

What it controls

The email sender configuration applies to all outbound emails the helpdesk sends — agent replies, ticket resolved notifications, SLA alerts, and any other customer-facing communication. When configured, every email will show:

From name: your chosen display name (e.g. "Acme Support")
From address: your verified domain address (e.g. support@acme.com.au)

Set up a custom sender domain

Enter your sender details

Go to Settings → Email Sender and fill in:

Display name — the name customers will see in their inbox (e.g. "Acme Support Team")
From address — the email address to send from (e.g. support@yourdomain.com.au)

The domain portion of your from address is what needs to be verified.

Add the DNS records

After saving your from address, the settings panel displays a set of DNS records you need to add to your domain. These are typically one or two CNAME or TXT records provided by the email sending service.

Add these records through your domain registrar or DNS provider (e.g. Cloudflare, GoDaddy, Namecheap). The exact steps vary by provider — look for "DNS Management" or "Zone Editor" in your provider's dashboard.

DNS changes can take anywhere from a few minutes to 48 hours to propagate. Most providers update within an hour.

Verify the domain

Click Check verification status once you have added the DNS records. The status will change from Pending to Verified when the records are detected.

Until verification is complete, emails will continue to be sent from the default Elysium Systems sender.

Removing a custom sender

Click Remove domain in the Email Sender settings to disconnect your custom domain. Emails will revert to the default sender immediately. Your DNS records can be safely removed from your domain provider after that.

Troubleshooting

Status stays on Pending — Double-check that the records are entered exactly as shown. Extra spaces or incorrect subdomains are a common cause. Use a DNS lookup tool (e.g. dig or an online checker) to confirm the records are live before clicking verify again.

Emails are going to spam — Ensure your domain has SPF, DKIM, and DMARC records in place beyond the ones added here. A missing DMARC record is a frequent cause of spam filtering.