Include any number of support email addresses to automatically open and respond to requests in remberg.
When a new request is received via email, the sender receives an automatic confirmation of the request receipt (note: this automatic message can be deactivated if desired. Please contact your remberg contact person). Messages or answers outside the remberg software are automatically assigned to the respective request. This ensures that you and your team always have the complete database of all requests and can find all requests in one place.
Below you will find step-by-step instructions for setting up email integration:
If necessary, create a new email address with your domain (e.g. service@<domain>.com) that your customers can contact with service and/or support requests.
Tell your remberg contact the domain(s) of the email addresses for which you want to set up a forwarding. E.G.: @organization.com
Your remberg contact will send you an email with the following information:
3 individual CNAME record information
MX record information
SPF record information
Have your IT department or email administrator set up the following DNS records.
DNS record setup varies by Domain Name Registrar. See the following links for instructions for common providers: Microsoft 365, GoDaddy, Namecheap, 1&1, Network Solutions, Google DomainsCNAME records
Add the CNAME records to the DNS settings of your domain.
remberg provides you with 3 individual CNAME values, similar to the following format:
MX record
Add an MX record to the DNS settings of your domain.
remberg provides the following information for the MX record:
Type: MXT
Name*: sender. company.deValue: feedback-smtp.eu-west-1.amazonses.com
Priority: 10
Note: We recommend priority 10, but you can also use a different priority depending on other MX records.
*If the subdomain "sender" is already in use elsewhere, please contact your remberg contact for new DNS record information.
SPF record
Add a TXT record to the DNS settings of your domain.
Note: Multiple SPF records can be created for different subdomains.
remberg provides the following information for the SPF record:
Type: TXT
Name*: sender. company.de
Value: v=spf1 include:amazonses.com ~all
Note: We recommend ~all because it is the most trouble-free qualifier, but you can also use any qualifier.
*If the sub-domain "sender" is already in use elsewhere, please contact your remberg contact to get new DNS record information.
Set up a forwarding of the added e-mail addresses on your e-mail server to the e-mail address specified in the configurations section within remberg ([email protected]).
Via "Settings" > "Features" > "Cases" you will find the support addresses settings.
Inform your remberg contact person of all forwarded service and support e-mail addresses so that they can be added in the configuration settings for you.
Note: A name can be defined for each e-mail, which will be used as the e-mail sender name. Ex.: "Organization XYZ Service ([email protected])"
FAQs
How does replying on behalf of our support address(es) work?
If you choose to automatically forward emails from your support address(es) to remberg, sending replies from remberg will do so in the name of the forwarding address. For this to work correctly, you must verify your domain so that email clients can be confident messages were sent by us with your permission.
If you choose to automatically forward emails from your support address(es) to remberg and have configured them in the remberg system, responses will be sent on behalf of the forwarding address by default. For requests created within the system, you have the choice of the desired sender address. For this to work correctly, you must verify your domain so that email clients can be sure that the messages were sent from us with your permission.
To achieve this, we use a technology called DKIM (DomainKeys Identified Mail) to sign the messages we send on your behalf. Email clients can verify these signatures against the DNS record you set up for your domain. Read more about DKIM here.
In case the selected (deposited) support address cannot be verified, an error message will occur when trying to send and ask you to choose another sender address.
remberg uses AWS SES as email service provider. With the DNS records provided, can anyone using AWS SES send emails in the name of our domain?
No, the DKIM technology used ensures that you only authorize remberg to send emails on behalf of your support email address(es).
DomainKeys Identified Mail (DKIM) is an email security standard designed to ensure that an email claiming to come from a particular domain was actually authorized by the owner of that domain.
For proper validation, two domain keys are created, consisting of a publicly readable key, your DNS CNAME records, and a corresponding private key on the sending SMTP server side (remberg).
A DKIM signature is automatically added to all emails.
MX and TXT records are created for a MAIL FROM domain that is a subdomain of your verified domain. This subdomain is not actively used to send or receive email.
Do we need MX and TXT records?
MX and TXT records are not mandatory for using case management, but we strongly recommend them for the following reasons.
By setting up a custom MAIL FROM domain, your emails can comply with Domain-based Message Authentication, Reporting and Conformance (DMARC). DMARC allows a sender's domain to specify that email sent from the domain is protected by one or more authentication systems.
Sender Policy Framework (SPF) is a domain level email authorization protocol that allows you to declare which IP addresses are allowed to send email as if it originated from your domain. This is accomplished by adding Domain Name System (DNS) TXT record. Think of DNS as a publicly accessible record for the internet. This record enables you to state publicly that remberg is an authorized sender for your domain.
When an email client receives a message, it performs an SPF check on the sending domain to verify that the email came from who it says it did. If this check fails, or there isn't a DNS record that says that remberg is a permitted sender, some receivers might consider that email spam or a phishing attempt, and flag it as untrustworthy or not display it to your customers at all.
Setting the TXT-entry also replaces emails being tagged with “via amazonses.com" with your domain in some email clients, such as Gmail or Outlook.
By setting the MX record, you ensure that bounce and complaint notifications can be received that email providers of the recipient send.