How to send email from a ticket queue using your own custom outgoing email domain

To access a queue's Email settings go to Admin > Queues > Edit Queue () icon for the queue > Email tab.


By default, your Receiving Email Address will be listed as the sender for your outgoing messages. However, you can choose to use a custom outgoing email address, instead. With this option, outgoing emails will be sent from our LibAnswers servers displaying an email address from your institution's domain as the sender (rather than your queue's libanswers.com email address). This can help your patrons more easily identify your LibAnswers emails as belonging to your library.

  1. Ask your IT department to set up an SPF record on the email domain you want to use, with the following parameters:
    • Add a DNS TXT record to the email domain with the value of: v=spf1 include:mailgun.org ~all
    • If the domain already has an SPF record then just add the domain "mailgun.org" as a valid sender.
  2. Enter the address you want to use in the Custom Outgoing Email Address field.
    • We recommend that you set up this email address to forward all incoming messages to your queue's Receiving Email Address.
    • That way, when a patron replies to the email with your custom outgoing email address, they will be forwarded into LibAnswers.
  3. Save your changes.

Example of a custom outgoing email address


Want to use a different email domain for receiving email?

For systems who wish to receive email from other domains, we recommend that you forward email to your queue's Receiving Email Address. For some email systems (like Gmail) this can be done directly in the account settings. For other email systems, your IT will have to set-up the forwarding from your desired email address to your queue's receiving email address.

Learn more about forwarding email into your queue from another address.

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