Improve branding of your service desk with custom domain and custom outgoing email

Building ties with your audience through branding paves the way for them to become devoted clients in the future. Your service desk on Trello, by Hipporello Service Desk power-up, is not an exception to that. We have touched upon branding Hipporello Help Center Page before.  You can also create a custom domain that is in tune with your brand voice or you can set up a custom outgoing email for better-aligned communication with customers.

Let’s see how:

How can I add a custom domain?

If you wish to add a custom domain to your domain configuration, here’s what you need to do:

  • Access your Hipporello Service Desk Admin page by clicking the Hipporello button on the top right of your Trello board, then on Hipporello Admin.
  • Click on the Settings button, then click on the User Portal.
  • Click on the Add a Custom Domain button.

  • Enter your Custom Domain. You can use a domain address such as www.yourcompany.com or you can use an address such as test1.yourcompany.com, as can be seen in the GIF below:

  • When you click on the Add button, the DNS Configuration window will appear.

  • Follow Hipporello’s instructions in the DNS Configuration window and add a CNAME record to your DNS provider. The first time a custom domain is added, the “DNS Not Verified” message will appear. This is normal, as the change might take up to 24 hours to take effect.

  • Once the domain is resolved, the green dot will appear and the status will display the OK message.

How can I set up custom outgoing email (SMTP) settings?

Simple Mail Transfer Protocol, or SMTP, is a program that mail servers use to transmit, receive, and/or relay outgoing messages between email senders and recipients. To customize SMTP on Hipporello Service Desk, choose the “Custom” option in your outgoing email settings, and follow the steps below to make sure you configure your settings correctly.

  1. Once you define your outgoing email server, you need to find out the SMTP port of your custom email provider.
  2. If you are subscribed to a hosted email relay service you can get the SMTP server hostname and port number from the support page of your email service.
  3. If you run your own SMTP server you can find the configured SMTP port number and address from the SMTP server configuration. In PowerMTA you can find that information from the configured “smtp-listener” directive within the config file. The config file can be found in /etc/pmta/config on a Linux server and C:\pmta\config.dat on Windows Server.

  1. Your username is your email address and your password is the one you use to log in to your email.

  1. Finally, hit “Save” and you’re done with defining your custom outgoing email settings.

If you still have questions left without answers about your Hipporello Service Desk, visit our knowledge base or feel free to give us a shout and we'd love to help.