Mailbox Setup - Support Resources

Mailbox Set Up

This guide walks you through processing a Mailbox: Setup ticket for PhotoBiz or Zibster clients who have purchased a new mailbox.

Domain Requirements (must be true before we can add records):

Domain is set up on the account
We manage DNS (Route 53 or legacy PhotoBiz name servers)

STEP ONE

Click on the Ticket ID number for the “Mailbox: Setup” ticket.
Assign the ticket to yourself.

STEP TWO

Check The DNS Settings

Go to the Domains tab in the client’s account.
If the client doesn’t have a domain set up yet, they must complete domain setup before we can register/mailbox DNS.

Canned Email: Mailbox Purchased with No Domain Setup

Ticket handling: Keep the Mailbox ticket open as a follow-up until domain setup is completed (prevents mailbox/billing issues).
Below the main domain, click WHOIS to review domain settings. Confirm:
- Whether PhotoBiz manages DNS or a 3rd party does.
- Whether MX records already exist (Rackspace vs another provider).

STEP THREE

Take Action Based on the DNS and Existing Records

No Existing Mail Records

If the client has no existing mail records:

Click the DNS button.
From the dropdown, select RACKSPACE EMAIL.
Click Add to ROUTE 53 (if we manage DNS through Route 53)
— or Add to Rackspace (if the domain uses our legacy name servers).
Once added, the MX, SPF, and Autodiscover records will be set automatically.

Existing Rackspace Mailbox Records

If the client is adding an additional Rackspace mailbox:

Do not add new DNS records.
Confirm that DKIM is already active on the domain.
If DKIM is not active, assign the ticket to John to activate DKIM in Rackspace Admin.

Existing Email Records for Another Provider

If the client already has email records for another provider (such as Google, Microsoft, or Zoho):

Do not overwrite their existing records.
Contact the client to confirm whether they want to:
- Switch their domain’s email to PhotoBiz Mailbox, or
- Keep their existing email provider.

Canned Email: Existing 3rd Party Email Records on Domain with Mailbox Purchase (Use this canned email to confirm if the client wants to switch to Mailbox or keep their existing provider.)

If the client decides to stick with their current email service provider, be sure to cancel the PhotoBiz/Zibster Mailbox from the My Account section.

If the client wants to proceed with PhotoBiz Mailbox, you'll want to open a misk.com/tools report for the domain and copy/paste the previous MX records into the ticket for documentation purposes. Once you've done that remove the current MX records and add the Rackspace Mailbox records.

Client Manages DNS with a 3rd Party

If the client manages their own DNS (for example, through GoDaddy, Namecheap, or Cloudflare):

Do not add records in our panel.
Send the client the canned email with the DNS records they’ll need to add.

Canned Email: Adding Mailbox Records with 3rd Party DNS

STEP FOUR

Activating DKIM

Assign the ticket to John for activating DKIM once the mailbox records have been added to the domain name.

John will assign the ticket back to you in the domains tab for final confirmation to client that their mailbox is ready.

FINAL STEP

Notify the customer

Once the mailbox records are in place and DKIM has been activated, send the client a confirmation email using the canned email.

Canned Email: Mailbox Setup is Complete