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Use your own email From address when emailing from RepairShopr

← Email and SMS

This article gives a couple of ways to use your own custom email address with RepairShopr.

Table of Contents

Set up SPF record
When email arrives from customer not in system
Using Google Workspace to use your own email address

 

SPF (Email Security) - Keep yourself out of spam folders

Before performing these steps, you must first configure mailboxes using Method 1 in the article.

SPF is a special DNS record you need to create so that other mail servers know we are allowed to send email on your behalf. You probably already have a record created, for example with Office 365 it looks like:

v=spf1 include:spf.protection.outlook.com -all
If you want to add our server as permitted to also send on behalf of your domain, you should add our IP like this:

Our IP: 198.37.155.74

Example new SPF record:

v=spf1 include:spf.protection.outlook.com +ip4:198.37.155.74 -all

Adding the above record basically says for your domain, that outlook.com server and our IP are allowed to send on your behalf.

You basically just insert "+ip4:198.37.155.74" into the middle of your existing record, or if you don't have an existing record, make a new DNS record like:

DNS Record Type: TXT
v=spf1 +ip4:198.37.155.74 -all

NOTE: Our outgoing email provider, Sendgrid, may employ various sending IP addresses in addition to the one listed. These addresses may change over time. If the above IP address isn't working for you, you may want to check your email headers for the sending IP address and add it to your SPF record also.

Results after set up

After following these steps, the software will send ticket updates with your own email as the "from" address. When a customer replies, it will be sent to your own email account, and forwarded back to the software, which will recognize the email, and log it in the correct ticket.

NOTE: To prevent your outbound email from being sent to spam folders we have setup a lot of email security on our alias domain of *@reply.repairshopr.com. If you switch to using your own email address and notice email being sent to your customer's spam folders, please change it back to this before contacting us for help.

What if an email comes in from someone who isn't an existing customer?

If an email comes to this address that has a from address not recognized by the system, we put it in your inbound email log. To see all the emails that have come to your alias, see this report:
Admin > Reports > Email and SMS - Communications Summary.

 

Using Google Workspace to use your own email address

If you use Google Workspace (FKA Google Apps), another way to have this work would be to setup a Group and put your alias in the group as a member.

(You can also use the simple 'email forwarding' in Gmail as well. See Automatically forward Gmail messages to another account.)

In Exchange, you could make a contact and give it this email address or have a mailbox forward a copy of its mail to the contact pointing to our alias.

Here is a full example:

If your subdomain is 'sharptech' - sharptech.repairshopr.com
And your domain is sharptech.com
You could make a group called tickets@sharptech.com, and add RepairShopr as a member with sharptech@reply.repairshopr.com

  1. In Gmail in the upper right, click the Google apps icon > Groups. Or navigate to https://groups.google.com.

     
  2. In the upper left, click Create group.
  3. Give it a Group name and Group email, then click Next.

     
  4. For Who can post, click the far right option—Anyone on the web and then click Next.

     
  5. In the Group members field, add your default RepairShopr email alias and optionally yourself or some other destination where you want to monitor the replies "just in case."

     
  6. Click Create group.

That will work just like that, and if you enable Leads in RepairShopr, they will start flowing.

Note: In order to add external group members, the setting for Can external users participate in groups needs to be set to Group owners can allow external members.

 

Additional note:
If you change your subdomain, the yoursubdomain@reply.repairshopr.com email address will change to reflect it. Make sure to let your customers know about the change, as the old one will no longer work. And if you use the Google Groups option above, you will need to update the address there as well.

If you are using a Mailbox (under: Admin > Emails - Mailboxes (inbound email) ) you do not need to change anything as the mailbox does not use the subdomain in the address.

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