Allow customizing the Ideas Portal Emails From Address

Emails sent from the ideas portal have a From address of support@aha.io

The from address should be customizable to be branded just like the reply-to address. If my company domain name is example.com, I want to have the from email address be something branded like ideas@example.com or support@example.com. A customer may trust emails from example.com because they already have a relationship with me - my customer may not trust aha.io and this may get sent to spam, ignored, or misfiled.

  • Peter Lynch
  • Mar 30 2016
  • Unlikely to implement
Release time frame
  • Feb 18, 2017

    Admin Response

    At this time, the available functionality is to customize the "Reply to" field to ensure that any customer responses can be directed back to you (vs. Aha! support). This is available via Account settings -> Configure idea portals -> Email branding. At this time, we do not have plans to update the From field email address.

    There is another challenge preventing us from making the From address customizable. Emails must be signed with DKIM in order to avoid being rejected as spam, but DKIM requires DNS configuration for each from address. So currently all from addresses must be aha.io addresses for DKIM to work.

  • Attach files
  • Peter Lynch commented
    March 30, 2016 19:28

    Admin,

    This does not exist. The reply to field can be customized.

    The From field email address cannot be customized. The From field says My Company <support@aha.io>

  • Admin
    Ron Yang commented
    March 30, 2016 20:25

    Hi Peter - thanks for the clarification. At this time, the available functionality is to customize the "Reply to" field to ensure that any customer responses can be directed back to you (vs. Aha! support). At this time, we do not have plans to update the From field email address as well based on current priorities and community feedback. While we understand that some may be confused when seeing the Aha! support email address,  we have not heard this to be an issue from our customer base. We hope you can understand.

  • Anna Murray commented
    April 26, 2016 21:59

    I appreciate being able to configure the "Reply To", but I'm actually more concerned about that initial password email, because many of our customers have strong email filters and only allow domains from their vendors. So the emails from @aha.io will end up in spam… or worse, never delivered.  This was a problem with our previous idea portal too, and I really think participation is lower because of this.  I would love to see this idea implemented.

  • Peter Lynch commented
    May 9, 2016 14:41

    Can the tag Already Exists be removed and the Admin comment is adjusted? With these in place, it will deter future interaction from other customers.

  • Guest commented
    May 20, 2016 17:52

    This is absolutely critical in case we offer branded portal and would appreciate this change as this opens up another subject in front of customer. Cheers.

  • Guest commented
    February 17, 2017 23:48

    My CEO is requesting this functionality as well! He doesn't want to confuse our customers by sending them an email from a different company. 

  • Andrew Keith commented
    June 1, 2017 19:45

    This seems like a no brainer for the idea portal. I've noticed that the notifications being sent from the idea portal get flagged as spam more often then not. I've seen other tools like Zendesk offer custom sending domains with DKIM capabilities so it's possible.

  • Leanne Dunn commented
    August 23, 2017 18:23

    The way Zendesk achieves this is that all emails from their Community Forums are sent out from the subdomain that matches a customer's site. For example, support@netxposure.zendesk.com. This could be something you guys could shoot for. For example, ours would look like: netx.ideas.aha.io. This might ease customer's minds a little.

  • Leanne Dunn commented
    August 23, 2017 18:27

    Also, Zendesk supports email branding via SPF and DKIM. We are looking for similar functionality.

    https://support.zendesk.com/hc/en-us/articles/203683886-Setting-up-SPF-for-Zendesk-to-send-email-on-behalf-of-your-email-domain

    https://support.zendesk.com/hc/en-us/articles/203663326-Digitally-signing-your-email-with-DKIM-or-DMARC