Support and tickets

22 June 2026 · 14 min read

When something is not behaving the way you expect, whether a DNS record will not verify, an invoice looks wrong, or you simply want a second opinion before you tighten a policy to p=reject, the fastest way to reach a human at DMARC Engine is the Support area inside the dashboard. Every request you raise becomes a ticket: a numbered, threaded conversation that both you and our team can return to, with your history, your attachments and your replies all kept in one place.

This guide walks you through the Support area at https://app.dmarcengine.com end to end: finding your tickets, filtering them by status, raising a new request with the right category and priority, attaching a file, following the conversation thread, replying, and leaving a satisfaction rating once your ticket is resolved. Everything below describes the real screens and the real buttons, named exactly as they appear, so you can follow along click by click.

If you have not signed in yet, go to https://app.dmarcengine.com and log in first. If you are completely new to the platform, Getting started is the better place to begin, then come back here when you need help.

Where support lives

Open Support from the left-hand navigation, or go straight to the path /support. This is the home of every request you have ever raised, open or closed.

The page is headed Support, with the line "Get help from our team and track your requests." underneath. In the top-right corner sits the New ticket button, which starts a fresh request. The rest of the page is taken up by your list of existing tickets.

If you have never raised a ticket before, you will not see a list at all. Instead the page shows an empty state titled No tickets yet, with the explanation that "When you raise a request our team will pick it up here. Create your first ticket to get started." and a Create a ticket button that takes you to the same form as New ticket. Once you have at least one ticket, the list replaces this placeholder.

Reading the ticket list

When you do have tickets, they appear in a table. Above the table, on the left, a small count tells you how many tickets you are looking at, for example "3 tickets", and it updates as you filter. On the right sits the status filter, described in the next section.

The table itself has five columns:

Ticket: the ticket number, shown as # followed by the number, for example #1042. This is the short reference you and our team will both use when discussing your request. It never changes for the life of the ticket.
Subject: the one-line summary you gave when you raised the request. Long subjects are trimmed to keep the row tidy, so keep the important words near the start.
Status: where the ticket is in its life cycle, shown as a coloured badge. The possible values are Open, Pending, On hold, Resolved and Closed. More on what each means below.
Priority: how urgent the ticket is, shown as a coloured badge: Low, Normal, High or Urgent.
Last updated: when the ticket last changed, shown as a friendly relative time for recent activity ("Just now", "12 min ago", "3 hrs ago", "2 days ago") and as a plain date for anything older. This column is what you scan to see which conversations are moving.

Each row is clickable. Click anywhere on a ticket's row to open its detail page at /support/[id], where the full conversation lives. The row highlights as you hover over it, so you can always see which ticket you are about to open.

Filtering by status

To the right above the table is a status filter, a dropdown that defaults to All statuses. Use it to narrow the list to a single state. The options are:

All statuses: every ticket, the default view.
Open: tickets that are active and awaiting work, typically ones you have just raised or that you have replied to.
Pending: tickets where we are waiting on something, often a reply or information from you.
On hold: tickets parked for a longer period, for example while a fix is scheduled or a third party is involved.
Resolved: tickets we believe are solved. A resolved ticket can still be reopened if you reply.
Closed: tickets that are finished and archived.

Choosing a value filters the table immediately; there is no separate "apply" step. The count above the table updates to match, and if nothing matches your chosen status you will see a small No matching tickets message inviting you to try a different filter. The filter only changes what you see; it never changes the tickets themselves.

Tip: if you are chasing a specific open issue, set the filter to Open so resolved history does not get in the way. To review past requests, switch to Resolved or Closed.

Raising a new ticket

When you are ready to ask for help, click New ticket on the Support page (or Create a ticket from the empty state). This opens the New support request form at /support/new, headed with the line "Tell us what you need help with and we will get back to you." A Back to support link sits above the heading if you change your mind.

The form has five parts. Take a moment over the first three, Subject, Category and Priority, because they decide how quickly the right person picks your ticket up.

Subject

The Subject field is a single line: a brief summary of your request. The placeholder reads "Brief summary of your request". This is the text that shows in the Subject column of your ticket list and at the top of the detail page, so make it specific. "MX delegation not verifying for example.com" is far more useful to everyone than "Help" or "It is broken". Subject is required; if you leave it empty and try to submit, the form will ask you to enter one.

Priority

The Priority dropdown tells us how urgent the request is. Choose honestly so genuinely urgent issues are not lost among routine ones:

Low: a question or a nice-to-have with no time pressure.
Normal: the default. A standard request you would like answered in good time.
High: something is materially affecting you and you need it looked at promptly, for example legitimate mail being affected but a workaround exists.
Urgent: a serious, time-sensitive problem, for example a live outage where mail is being rejected. Reserve Urgent for real emergencies so it keeps its meaning.

Priority is shown as a coloured badge in both the ticket list and the detail page. Our team may adjust the priority as a ticket develops; if we do, you will see the badge change.

Message

The Message field is a larger box for the full detail of your request. The placeholder reads "Describe your issue or question in detail". This is where you give us everything we need to help in one go, which is the single biggest factor in how quickly you get a useful answer. Good things to include:

The exact domain or subdomain involved, for example mail.example.com.
What you expected to happen and what actually happened.
Any exact error text, record values or hostnames, pasted in full rather than paraphrased.
What you have already tried, and any results from the free checkers (see below).
When the problem started, if it is intermittent or recent.

Message is required. If you leave it blank and try to submit, the form will prompt you to enter one.

Attachment (optional)

Beneath the message is an Attachment (optional) file picker. Use it to add a single supporting file, such as a screenshot of an error, an exported report or a sample message. Click the file control, choose your file, and its name appears just below the picker so you can confirm you selected the right one. This step is optional: if you have nothing to attach, simply skip it.

If you have more than one file to share, attach the most important one here and add the rest as replies once the ticket exists, where you can attach a file to each reply.

Submitting

At the bottom of the form are two buttons:

Submit request: creates the ticket. While it is working the button reads "Submitting...". If you attached a file, it is uploaded immediately after the ticket is created. On success you see a confirmation that "Your support request has been submitted." and you are taken straight to the new ticket's detail page.
Cancel: discards the form and returns you to the Support list without creating anything.

If submission fails, you will see a message asking you to try again, and the form keeps everything you typed so you do not have to start over.

Following a ticket

Open any ticket by clicking its row in the Support list, or you will land here automatically right after raising one. The detail page lives at /support/[id] and shows the full conversation.

At the top, a Back to tickets button returns you to the list. The page is headed with the ticket number and subject together, for example #1042 MX delegation not verifying for example.com, and the line beneath it shows when the ticket was opened, for example "Opened 14 Jun 2026, 09:32".

Directly under the heading is a row of badges summarising the ticket at a glance:

The status badge: Open, Pending, Resolved or Closed.
The priority badge, shown as, for example, "Normal priority" or "Urgent priority".
The category badge, for example "Technical", if a category was set.

These badges are the quickest way to confirm where your ticket stands without reading the whole thread.

The conversation thread

Below the badges is the conversation itself, shown as a thread of messages in time order, oldest at the top. Each message is a card showing:

The author: your replies are labelled "You" and our replies are labelled "Support agent" (or the agent's name, if they have one set). Your messages sit on the right; our team's messages sit on the left, so it is easy to tell at a glance who said what.
The timestamp: the exact date and time the message was sent, for example "14 Jun 2026, 09:32".
The body: the message text, with your line breaks preserved.
Any attachments on that message, listed at the foot of the card with a paperclip icon. Click an attachment's filename to open or download it in a new tab.

You may also see occasional centred system notes in the thread, for example when the ticket's status changes. These are informational and are not replies from a person.

If a ticket somehow has attachments that are not tied to a particular message, they are gathered into a separate Attachments section at the end of the thread, each one a clickable link.

If you open a brand-new ticket that has no messages yet, you will see a short No messages yet note inviting you to send a reply to start the conversation.

Replying to a ticket

At the bottom of the detail page is the reply box, headed Add a reply. This is how you continue the conversation: answer a question we have asked, add information, or report that something is now working.

The box has:

A large text area with the placeholder "Type your reply...". Write your reply here. It is required; if you try to send an empty reply you will be prompted to write something first.
A file picker to the left below the text area, for attaching a single file to this reply, exactly like the attachment on the new-ticket form. Once you choose a file, a small Remove link appears next to it so you can clear your selection before sending.
The Send reply button on the right. While it is working the button reads "Sending...". On success you see a "Reply sent." confirmation and the thread refreshes to show your new message at the bottom.

If your reply sends but its attached file fails to upload, you will be told the reply went through but the attachment did not, so you can try attaching it again on a follow-up reply.

Replying to a resolved or closed ticket

If a ticket has been marked Resolved or Closed, the Add a reply box shows a notice that "This ticket is resolved." (or "closed"), warning you that "Sending a reply will reopen it." You can still reply: doing so reopens the ticket and puts it back in front of our team. This is exactly what you want if an issue you thought was solved comes back, so there is no need to raise a brand-new ticket for a recurrence of the same problem; just reply to the original.

Leaving a satisfaction rating

Once a ticket is Resolved or Closed, and before you have rated it, a short feedback card appears near the top of the detail page, headed How did we do?. This is your chance to tell us how the support went. It has:

A row of five stars. Click a star to set your rating from one to five; the stars fill in as you hover and lock when you click. One star means we missed the mark, five means we got it right.
A comment box with the placeholder "Tell us more (optional)...", where you can add a sentence or two about what went well or what could have been better. The comment is optional, but it is the most useful part for us, so please add a line if you have a moment.
A Submit button. While it is saving the button reads "Submitting...".

You must choose at least one star before submitting; if you click Submit without selecting a rating you will be asked to pick one first. After you submit, you see a brief thank-you and the rating card is replaced by a small confirmation line, for example "Thanks for rating us" alongside your star score. Each ticket can be rated once, so take a moment to reflect before you submit. Your rating helps us see where support is working and where it needs to improve.

Getting faster answers

A few habits make every ticket quicker to resolve:

Check the free tools first. Many "is this set up correctly?" questions answer themselves in seconds. Run the relevant checker and paste the result into your ticket: DMARC Checker, SPF Checker, DKIM Checker, BIMI Checker or MTA-STS Checker. To make sense of an aggregate report you have received, the DMARC Report Analyzer is the fastest route.
Skim the docs for self-service answers. Plenty of common questions are covered already: Troubleshooting for things that will not verify, Delegating your DNS for delegation issues, DNS record reference for exact record values, Setting up alerts and Monitoring and change alerts for notifications, and Billing and plans for account and invoice questions.
Pick the right category and priority. A correctly filed ticket reaches the right person sooner. Reserve Urgent for genuine emergencies.
Give the full picture in one message. Exact domains, exact error text and what you have already tried save a round trip of clarifying questions.
Keep the conversation in one ticket. Reply to the existing thread rather than opening duplicates, even on a resolved ticket; replying reopens it and keeps all the context together.

Quick reference

To raise and follow a request from start to finish:

Open Support from the left-hand navigation, or go to /support.
Click New ticket (or Create a ticket if you have none yet).
Fill in Subject, choose a Category and a Priority, write your Message, and optionally add an Attachment (optional).
Click Submit request. You land on the new ticket's detail page.
Watch the status badge and the Last updated column to track progress; use the status filter on the list to focus.
When we reply, use Add a reply to respond, attaching a file if helpful, then click Send reply.
Once the ticket is Resolved or Closed, rate us under How did we do?, add an optional comment, and click Submit.

That is the whole loop. Every request you raise is preserved as a numbered ticket you can return to at any time, so your support history stays with your account. For where to go next, see Getting started for the basics, Troubleshooting for common fixes, and the glossary if a term in a reply is unfamiliar.