Currently when a Provider wants to configure a custom email domain the steps in email configuration should be followed. On the 3scale side there are multiple different steps that need to be completed before this is available for the Provider to use. See the documented steps.

Currently this process to ensure correct configuration of DNS records and adding the domain to our Sendgrid account and adding changes to the postfix job are owned by the Support team. The database entry needs to be updated by the System team. the request is that this entire process is included in 3scale SaaS as a feature, removing Support's involvement in this process and automating the whole job so customers can make these changes themselves.

Also, as nobody really "owns" this part of the product right now it is completely orphaned and any changes in Sendgrid that impact our integration with the service needs to be debugged by the support team and there is a disconnect between the feature we are offering and the documentation that is published resulting in a poor customer experience and sometimes prolonged troubleshooting efforts.