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Set Sending Email for Tickets and Confirmation, and Maximize Deliverability
Set Sending Email for Tickets and Confirmation, and Maximize Deliverability
Alex Linebrink avatar
Written by Alex Linebrink
Updated over a week ago

Can I reset the email address that sends tickets and confirmations to customers?

Yes, you can! If you want customers to see their tickets sent to them by you (or any email address other than, you can set that up within your admin account. Just follow these instructions:

  1. First, log in to your admin area by selecting Admin from your Account dropdown menu.

  2. Then, select "ACCOUNT SETTINGS" from the your admin ACCOUNT drop down menu at the upper right corner of the screen. This takes you to the options change the sending name and sending email.

  3. When the information is updated on that page, you will be sent an email from Mandrill at that address

  4. Forward that email to From there, we will be able to verify the new sending address for you and you will be all set up!

If I'm using my own sending address, how can I maximize deliverability and avoid emails going to the SPAM or BULK folders?

The best way to avoid ticket emails going to SPAM or BULK folders is to NOT use a custom sending address. Our default sending addresses send 10s of millions of emails every year, and have a 99%+ deliverability. But, if you do want to use your own custom sending domain, the best way to ensure good deliverability is to set up "DKIM" and "SPF" records on your domain name's DNS settings. This will ensure email inboxes see our sending servers (via Mailchimp Transactional Email) as an allowed source.

To add the SPF and DKIM records for your sending domains, you'll need to add TXT records through your hosting provider, domain registrar, or DNS provider. We recommend referring to your provider’s documentation or support for specific information on adding TXT records.


Next to your domain, click View DKIM settings. A modal will appear with instructions for setting up DKIM on your DNS provider. Add a new TXT record with the name (replace with the domain you’re setting up).

The value for the record should be one of the options listed below—some DNS providers escape semicolons for you, while others require you to do it when setting up the record.

With semicolons escaped:

v=DKIM1\; k=rsa\; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCrLHiExVd55zd/IQ/J/mRwSRMAocV/hMB3jXwaHH36d9NaVynQFYV8NaWi69c1veUtRzGt7yAioXqLj7Z4TeEUoOLgrKsn8YnckGs9i3B3tVFB+Ch/4mPhXWiNfNdynHWBcPcbJ8kjEQ2U8y78dHZj1YeRXXVvWob2OaKynO8/lQIDAQAB\;

With semicolons unescaped:

v=DKIM1; k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCrLHiExVd55zd/IQ/J/mRwSRMAocV/hMB3jXwaHH36d9NaVynQFYV8NaWi69c1veUtRzGt7yAioXqLj7Z4TeEUoOLgrKsn8YnckGs9i3B3tVFB+Ch/4mPhXWiNfNdynHWBcPcbJ8kjEQ2U8y78dHZj1YeRXXVvWob2OaKynO8/lQIDAQAB;


To enable SPF, add another TXT record, this time for the bare domain you added as your sending domain. Click View SPF settings; the modal will again prompt you to create a new TXT record with a domain name and value.

If you’re only sending mail for that domain through Mailchimp Transactional, the value should be, at minimum:

v=spf1 ?all

If you already have a TXT record with SPF information, you’ll need to add Mailchimp Transactional’s servers to that record by adding in the record (before the last operator, which is usually ?all, ~all, or -all).

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