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How To Change A Domain Name

This training guide walks you through the process of processing a domain change request on the PhotoBiz/Zibster intranet that a customer has requested.

Before You Start

When a client requests a domain change, always:

  • Confirm what the client wants to do with existing domain
    Be sure to confirm if client wants to completely remove existing domain from the account or leave it on as a secondary domain. 

  • Confirm we have a valid, non-branded email address on file.
    If their email is something like name@theirdomain.com and we remove or change DNS for that domain, their email may stop working until the MX records are correctly updated.

  • Document the current setup.
    In the domain ticket, make a note of:

    • The current domain name

    • Any existing MX records

    • Any custom DNS entries (subdomains, Google verification, TXT records, etc.)

This information is critical if anything needs to be restored or referenced later.

STEP ONE

  • Open the Domain Setup Ticket from the queue.
    The ticket details will list:

    • The client’s domain name

    • Any branded email provider information (if applicable)

  • If branded email is included and the client provided an alternate email address,
    add that alternate address to the ticket notifications so they receive all updates.

The domain setup ticket will look similar to the screenshot

STEP TWO

Check the Registrar

  1. Go to misk.com/tools and enter the client’s domain name.
    This shows who the domain is registered through.

  2. If you see a reseller such as Tucows, visit that reseller’s Whois lookup to find the actual provider (for example, Hover or OpenSRS).

  3. Copy the Whois record and paste it in the ticket comments, noting which registrar the client uses.
    This determines which canned email to use when sending the new name servers.

  4. If the domain isn’t registered yet:

Always confirm the domain is valid before proceeding to DNS checks.

STEP THREE

Check the DNS For MX Records

  1. Copy the domain name.

  2. Go to misk.com/tools.

    • Paste the domain into the search bar to confirm it’s valid and review DNS records.

  3. Copy the DNS Lookup results from Misk.
    Paste them into the domain setup ticket to document the existing records before making changes.

  4. Review the results:

    • Check for MX records or other DNS settings the client is currently using.

    • Note the registrar again if shown.

You’ll see results similar to the screenshot for valid domains.

STEP FOUR

Go To The Domains Tab and click DNS under the currnet main domain.  

STEP FIVE

Make note of any existing MX records or custom DNS entries, once they're deleted they can't be recovered. 

Delete the DNS records from the existing domain. 

STEP SIX

Delete Name Servers

After the DNS entries have been deleted, click the DELETE ON ROUTE 53 button to remove the name servers. 

If Rackspace DNS entries appear, click the DELETE ON RACKSPACE button as well. 

STEP SEVEN

Edit the Domain Name

Click on EDIT FULL under the main domain. 

STEP EIGHT

Enter New Domain 

Enter the new domain name in the DOMAIN NAME field and make sure DOMAIN TYPE is set to UserPrivate. 

Click Save Changes to update the main domain name. 

STEP NINE

Click DNS under the main domain name. 

STEP TEN

Create New Name Servers

Click CREATE ON ROUTE 53 to generate new name servers for the domain.

  • Important Note:

    • These name servers are automatically generated — they can’t be customized or reused.

    • If deleted, new ones must be created.

  • The system also creates a separate ticket listing the new AWS name servers.

STEP ELEVEN

Adding Basic Records

  • In the DNS section, use the dropdown menu on the left and choose Basic Records.

  • Click Add to Route 53.

    • This adds the necessary records for the website to work once the client points their domain to the new name servers.

STEP NINE

Adding MX Records (if applicable)

If the client uses branded email, check who their mail provider is.
This info is usually listed in the domain setup ticket or provided by the client.

Common Providers

  • Rackspace Mailbox (PhotoBiz/Zibster email service)

  • Google Workspace (use 2023 MX records)

  • Office 365 (custom records vary by account)

  1. Confirm the email provider.

  2. From the dropdown menu, select the correct provider.

  3. Click Add to Route 53 to add their MX records.

Tip: If you’re unsure, verify with the client before proceeding — incorrect MX records can disrupt email delivery.

SECONDARY DOMAIN SETUP COMPLETED

Once you’ve completed the domain setup on the intranet, you’ll see something similar to the screenshot.

LAUNCHING THE SECONDARY DOMAIN

Once the domain setup is complete:

  1. Send the Update Email

    • Use the canned template for the “Domain Setup", for the most common registrars we have a specific version with a link to their help guide on updating name servers. 

    • Copy and paste the four new AWS name servers into the email.

    • Update these placeholders:

      • [INSERT DOMAIN HERE] → client’s domain

      • [Insert unique AWS servers here] → the name servers generated by Route 53

  2. Adjust the Email Setup Section

    • If the client has branded email, include their MX details.

    • If not, remove that section before sending.

  3. Update the Ticket

    • Change the ticket status to Follow Up (Propagation) for the next day.

  4. Monitor & Follow Up

    • Check the account the next day:

      • Open the website to confirm it’s live.

      • Send the secondary domain to QA to generate the SSL certificate.

    • Send the Domain Setup Completed canned email once everything is verified.

Domain Setup Emails
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