How to change the 'from' sending address for Ticketsolve system emails

When your Ticketsolve account is first created, any emails sent from your account such as confirmation emails, event reminders and post-event alerts will be sent from a custom @ticketsolve.com email address.

By default this will be set to the account name followed by @ticketsolve.com, for example bigtheatre-tickets.ticketsolve.com would have the address set as [e-mail]. This address is used purely for sending purposes, so is not a valid email address and cannot be replied to or monitored. 

You can easily change your account settings so that all emails sent from Ticketsolve can be sent from a real email address under your own domain, for example [e-mail]. Changing the email address to a real address means customers can reply to emails and and you can monitor any incoming emails in your own inbox.

Setting up Ticketsolve emails to send from your own sending domain

To set this up, you will need to add DNS records (DMARC and DKIM) to the sending domain of the email address you wish to use (e.g., bigtheatre.com) and then a short verification process. It is important that this process is followed before any settings are changed in your Ticketsolve account, or it will stop emails sending from your account. 

To add the DMARC and DKIM records for your sending domain, you'll need to add records of type TXT through your hosting provider, domain registrar, or DNS provider.

DMARC Record

A DMARC policy is an authentication protocol that can be added to your domain to help protect against fraud and increase deliverability. Beginning in 2024, Mandrill requires a minimum DMARC policy of "v=DMARC1; p=none" to be added to any sending domain. Read more about additional configurations available at dmarc.org.

To Enable DMARC:
1. Create and save a TXT record in your DNS with a host of _dmarc.yourdomain.com* and a value of v=DMARC1; p=none
2. Click "Test DNS Settings" to check and see if the changes are visible to Mandrill

*Some domain hosts automatically add 'yourdomain.com' after the initial value — contact your domain provider for any specifics

DKIM Record

DKIM is a DNS-based email authentication mechanism that helps Mandrill more effectively send mail on your behalf by allowing receivers to verify that we have permission to send your email.

To Enable DKIM you need to create two CNAME records, one with the name mte1._domainkey.yourdomain.com* with the value dkim1.mandrillapp.com, and another with the name mte2._domainkey.yourdomain.com* and the value dkim2.mandrillapp.com

Once these have been added, please get back in touch with the support team and we can complete the verification process. After you've added the appropriate DNS records, it can take up to 24 hours for the changes to take effect.