How to send emails from my own address

Blanca Castillo
Blanca Castillo
  • Updated

Where do I find it?

Sales channels > Online shop Globals

 

What does it mean?

You might want us to send emails from your own email address.
Sending mails from your own address has the advantage that customers or partners can directly answer to tickets in case they have questions about their tickets.

 

What should I do?

Because of compatibility, availability and scaling reasons, Palisis does not support sending emails using your own SMTP Server. We authenticate your domain to a Palisis-owned Amazon Web Services (AWS) account to send emails using AWS Simple Email Service (SES), ensuring fast, reliable delivery.

To ensure emails from your domain reach customers' inboxes, implement multiple security mechanisms: DKIM, DMARC, and SPF.

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Prerequisites

  • You need access to your DNS server for your domain to enter CNAME, TXT, and MX entries.

Process

  1. Contact Palisis support here to set up sending from your own address. Please provide the address you want to use for sending, including a clear text name without special characters. 
    For example: Sightseeing City<hello@example.com>

  2. The Palisis IT team will authenticate your domain with Amazon Web Services (AWS) and send you two CSV files containing DNS entries to enter for your domain, example.com. Action required: Please complete the DNS configuration below within 24 hours to avoid any service interruptions.

    1. You have to set up 3 CNAME DNS entries for your domain to enable DomainKeys Identified Mail (DKIM).

      DomainKeys Identified Mail (DKIM) is a standard that enables senders to sign their email messages with a cryptographic key. Email providers use these signatures to verify that the messages remain unaltered by third parties during transit.

    2. You have to set up 1 TXT and 1 MX entry for a subdomain to enable us to send for a Custom Mail From domain, which exceeds deliverability by a lot.
      A Custom Mail From domain (also known as a Return-Path or Bounce Address) allows a sender to replace an email provider's default domain with their own sub-domain. This creates "alignment" between the visible "From" address and the hidden technical address, which helps messages pass SPF authentication and strengthens the sender's reputation with mailbox providers.

  3. You have to add the include:amazonses.com for AWS Simple Email Service (amazonses.com) sender Domain to your Sender Policy Framework (SPF) DNS record.
    Sender Policy Framework (SPF) is an email validation standard that's designed to prevent email spoofing. Domain owners use SPF to tell email providers which servers are allowed to send email from their domains.
    Your SPF-Record should look similar to the example below.
    "v=spf1 include:example.com include:amazonses.com ~all"
    Please don’t just copy the above example. Amend your existing SPF Record to include include:amazonses.com

  4. Ensure you have a valid DMARC entry for your domain. If you're unfamiliar with DMARC, consult your Email or DNS administrator.

    You can enter a basic TXT-DNS entry: "v=DMARC1; p=none;" for the _dmarc subdomain of your domain, e.g., _dmarc.example.com.

  5. Once the Palisis support team verifies the correct setup, we will configure your backoffice account to send emails from your request email address under the verified domain.

 

Best practices

We strongly recommend following these best practices:

  1. Add a visible name on the 'Email from' field, it will make the company more approachable, increasing trust and engagement with customers.
  2. Do not use no-reply emails, they can frustrate customers, lead to missed feedback, be flagged as spam, and make the company seem impersonal and less approachable. You can opt for a monitored email, such as info@example.com, so you can answer your customers in case they need to contact you.

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  1. Verify your setup after these changes or ask a professional for help.