Customer requests let your company review selected DNS actions before they are performed. This is especially useful for DNSSEC and reverse DNS, where an action depends on authority your company operates or controls.
IN THIS ARTICLE
01 Choose the approval policy
Review DNS settings and package controls to decide which actions customers can apply directly and which require approval. Explain this in the offer: a submitted request can remain pending until an authorised administrator reviews it.
Open DNS Manager > Customer requests. The list shows what was requested, its zone, requester, status and decision details. A pending row is not evidence that the requested DNS state already exists.
02 Evaluate the exact request
- Confirm the customer still owns the relevant domain or active service and has the required package entitlement.
- Read the requested values and compare them with the current zone. Check for another pending change, record conflict or altered ownership.
- For DNSSEC, identify the signing provider and the party that will publish or remove the DS record at the parent.
- For reverse DNS, verify the IP is assigned to that customer and that your infrastructure has authority over its reverse zone. A forward A or AAAA record is not proof of IP ownership.
- Approve only the reviewed request. If it is unsuitable, choose Decline and include a clear customer-facing reason.
Does approving a DNS request mean the provider change is complete?
Approval starts or performs the requested change according to the action's workflow. Read the final status and error if it fails. Do not tell the customer the change is complete merely because an administrator clicked Approve.
Check authoritative records or the relevant DNSSEC chain, then confirm the customer sees the expected state. If conditions changed after submission, have the customer submit an accurate request rather than approving an obsolete one and correcting it informally afterward.
03 Write useful decision notes
A declined reverse-DNS request can explain that the address is not assigned to the service or that the upstream IP provider controls PTR records. A DNSSEC decision can identify the missing parent DS action or a provider capability restriction. Avoid exposing internal credentials or another customer's account information in a note the requester will see.
Review old pending requests periodically. A domain migration, cancelled service or credential change may make an earlier request inappropriate. Keep the decision trail with the operation so support can explain what was actually authorised.