Repair shops rely on automated emails to keep customers updated with invoices and ticket notifications. For those emails to actually reach the inbox instead of the spam/junk folder, the address they're sent from needs to be properly authenticated.

RepairDesk's email security settings give you that control. By default, emails are sent from a verified reply.repairdesk.co subdomain, with customer replies visible right in your tickets or RepairDesk Connect. You can also send the emails from your own custom domain by verifying it and setting up your DNS SPF records, so notifications look professional and are far more likely to land in your customers' inboxes.

Video Guide:

In this guide, you'll learn how to send emails from your custom domain, verify it, receive customer replies, and set up the SPF records that authorize RepairDesk to send and receive on your behalf.

If the emails that you are sending from within RepairDesk are landing in your customers' spam folders, they are probably not getting notified of repair updates, notifications, and invoices. To ensure that the emails you are sending from RepairDesk land in the customers’ inbox, please follow the guidelines below.

SPF (Email Security)

SPF is a special DNS record that you must create so that other mail servers know that RepairDesk can send email on your behalf.

1. Have an Existing DNS Record

You probably already have a record created. For example, with Google it looks like:

v=spf1 include:_spf.google.com -all

If you want to permit the RepairDesk server to send emails on behalf of your domain, you should add our IP like this:

Our IP: 23.251.230.85

Example new SPF record:

v=spf1 include:amazonses.com +ip4:23.251.230.85 ~all

Adding the above record basically tells your domain that the amazonses.com server and our IP are allowed to send emails on your behalf.

Basically, you just need to add +ip4:23.251.230.85 into the middle of your existing record.

2. Don’t Have an Existing DNS Record

If you don't have an existing record, then you have to make a new DNS record like the following:

DNS Record Type: TXT

v=spf1 +ip4:23.251.230.85 -all

NOTE: In order to prevent your outbound emails from being sent to spam folders, we have set up a lot of email security on our alias domain *@reply.repairdesk.co. If you switch to using your own email address and notice that your emails are being sent to your customer's spam folders, please change it back to this before contacting us for help.

What if we get an email from someone who isn't an existing customer?

When an email arrives at your business email address and the sender's address is not recognized by the system, we put it in your inbound email log. To see all the emails that have come to your alias, you have to enable the trigger from the store settings.

Store settings > Store > General Settings (Would you like to receive all emails within RepairDesk).