When your Ticketsolve account is first created, any emails sent from your account, such as confirmation emails, event reminders and post-event alerts, are sent from a custom @ticketsolve.com address.
By default this is your account name followed by @ticketsolve.com. For example, myvenue.ticketsolve.com would have the address set as myvenue@ticketsolve.com. This address is used purely for sending, so it isn't a real inbox and can't be replied to or monitored.
You can change this so that all emails from Ticketsolve are sent from a real address on your own domain, for example hello@myvenue.com. Your end customers can then reply to your emails, and you can pick those replies up in your own inbox.
Why you need to set this up
To send from your own domain, you'll need to add a few records to your domain's DNS settings first. These records prove to mailbox providers like Gmail, Yahoo and Outlook that emails claiming to come from your domain really were sent with your permission.
Because your emails go out through Ticketsolve's sending service (Mandrill) rather than from your own mail server, providers have no way of confirming the mail is genuinely yours unless these records are in place. Without them, your emails are far more likely to land in spam or be rejected altogether.
Since 2024 the major mailbox providers have made this a firm requirement rather than a nice-to-have, so any organisation sending from its own domain needs these records. Adding them also helps protect your domain from being impersonated by scammers, and gives your emails the best chance of reaching the inbox.
Setting up your own sending domain
Important
Your sending address is a Support-only setting, so you can't change it yourself. This is deliberate. Switching the address before your DNS records are live would stop your emails sending, so we make the change for you once we've verified the records are in place. There's nothing you need to change in Ticketsolve.
What you'll need
- Access to your domain's DNS settings, through your hosting provider, domain registrar or DNS provider. If someone else manages your domain, you may need to pass these instructions to them.
- The email address you'd like to send from, on a domain you control (for example hello@myvenue.com).
Add the DNS records
You'll add two types of record to your sending domain. Both are added the same way, through your DNS provider.
- DMARC is an authentication policy that helps protect your domain against fraud and improves deliverability. Mandrill requires a minimum DMARC policy of v=DMARC1; p=none on any sending domain.
- DKIM lets receiving mailbox providers verify that Mandrill has permission to send email on your behalf. It's added as two records that point to Mandrill.
Add the following three records to your sending domain's DNS.
| Type | Host / Name | Value |
|---|---|---|
| TXT | _dmarc.yourdomain.com* | v=DMARC1; p=none |
| CNAME | mte1._domainkey.yourdomain.com* | dkim1.mandrillapp.com |
| CNAME | mte2._domainkey.yourdomain.com* | dkim2.mandrillapp.com |
*Replace yourdomain.com with your own domain. Some domain hosts add 'yourdomain.com' onto the end automatically, so check with your domain provider if you're unsure how they handle this.
Ask us to verify
Once the records are added, get in touch with our Support team and we'll check everything is in place. As the From confirm email setting can only be updated by Support, we'll then make the switch to your new sending address for you.
DNS changes can take up to 24 hours to take effect, so if the records have only just been added it's worth allowing a little time before we verify them.
Taking your DMARC policy further
The v=DMARC1; p=none policy above is the minimum needed to send from your own domain. It puts DMARC in monitoring mode, which satisfies the mailbox providers' requirements but doesn't yet actively block anyone impersonating your domain.
This is optional, and there's nothing more you need to do to send from your own address. If you'd like stronger protection over time, you can tighten your policy once you're confident your legitimate email is passing. You can read more about setting up and tightening DMARC in Google's DMARC guidance.
Frequently asked questions
No, this is optional. If you're happy for your emails to keep sending from your default @ticketsolve.com address, there's nothing you need to do. Setting up your own domain is only needed if you'd like emails to come from a real address on your own domain that your customers can reply to.
Adding the records themselves only takes a few minutes. After that, DNS changes can take up to 24 hours to take effect, so it's worth allowing a little time before we verify them and complete the switch.
No. The From confirm email setting can only be updated by our Support team. This is on purpose, so the address can't be switched by accident before your DNS records are ready, which would stop your emails sending. You add the records, and we make the change once they're verified.
Not necessarily, though you'll need access to your domain's DNS settings. If your domain is managed by someone else, such as a web developer or IT provider, you can pass them the records in the table above. Once they're added, get in touch and we'll take it from there.
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