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Set Address for Email to Ticket

Email is one way that end-users can submit tickets to your account and have conversations with technicians to resolve their issues.

In order for your customers' emails to automatically generate an Atera ticket we must first set up the email addresses.

For the purposes of this article, instructions will be based on a fictional company named AppleBiteIT using the email service Office365.

To set up Email to Ticket functionality:

  1. Navigate to Admin > Email Settings.
  2. The Email Settings page displays the following fields:

    Auto-generated Email: This is the default email that Atera automatically generates for your company. It is in the form of yourcompanyname@ticketing.atera.com, where "yourcompanyname" is the name you gave Atera when signing.

    Primary Support Email Address: This is the email that you can configure in order to have a less clunky and more brandable support email address. Instructions on how to configure this will be provided below. Refer to Setting up Primary Support Email Address and forwarding to Auto-Generated Email Address

    Reply from Name: When your customer sends you an email, they will get an automatic reply which says noreply@atera.com. In order to brand the noreply email with your own company name, you need to customize the SMTP settings. Instructions on how to configure this will be provided below. Refer to Branding Reply from Name.

    emailtoticket2.PNG


Setting up Primary Support Email Address and forwarding to Auto-Generated Email Address

This next section will show you two methods of setting up your Primary Support Email address, in this case Support@AppleBiteIT.com, and then forwarding emails from this address to AppleBiteIT@ticketing.atera.com. This is important so that the tickets show up in your Atera UI. Note that these instructions assume you have already bought a domain and called it AppleBiteIT.com.

Method One: Set Forwarding Mailbox in Office365

  1. As an admin user in Office365, navigate to Users > Contacts > Add a Contact. Call this contact Atera Forwarding and add the email address AppleBiteIT@ticketing.atera.com. Click Add.

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  2. Next, navigate to Users > Active Users > and create a user called AppleBiteIt Support. The address is Support@AppleBiteIT.com
  3. Within the user, navigate to Mail Settings > Edit Exchange Properties. 
  4. In the User Mailbox, navigate to mailbox features and scroll down to Mail Flow. Click View Details.
    emailtoticket10.PNG

  5. In the window that opens, click Enable Forwarding. And add the contact Atera Forwarding as a recipient. Click OK and Save. 

    emailtoticket7.PNG
  6. Return to the Atera UI > Admin > Email Settings and add Support@AppleBiteIT.com to the Primary Support Email Address field.

Method two: Create Distribution List in Office365

  1. As an admin user in Office365, navigate to Users > Contacts > Add a Contact. Call this contact Atera Forwarding and add the email address AppleBiteIT@ticketing.atera.com. Click Add.

    emailtoticket1.PNG
  2. Next, navigate to Groups > Groups > Add a Group. Make sure to change the type to Distribution List. Call it AppleBiteIT Support group.  For the Support address, put Support@AppleBiteIT.com.
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  3. Open your new group and click Edit in the Members section. Add the Atera Forwarding contact that you just created and anybody else relevant in your organization. 
  4. Return to the Atera UI > Admin > Email Settings and add Support@AppleBiteIT.com to the Primary Support Email Address field.

Branding Reply from Name

This next section will show you how to setup and brand the noreply email with your own company name. This is set up via the SMTP Settings. This is an entirely optional setting.
Note: Clicking Use Technician Name in Email Replies will supply the name of the Technician within the email but will still display the "noreply@atera.com" as the sender email.

To set up the SMTP Settings:

  1. Navigate to Admin > Email Settings and scroll down to the SMTP settings.
    emailtoticket9.PNG
  2. Set the SMTP Server address as smpt@office.365.com with SMTP port as 587.
  3. Set the Username and Password. In this example it would be Support@applebiteit.com

    Important Note: 
    If you set up a distribution list above to reroute your emails, then in the Username and Password fields, you need to add the username and password of a private Admin. Next, configure support@applebiteit.com to give permissions to Admin@applebiteit.com.com by adding this address to Send As under group delegation in Office365. 

    emailtwo.jpg

Additional Support Email Addresses

You can add up to five additional support email addresses here - which will all be rerouted to your main support email address. This option is useful if, for example, you are a larger company with different emails that you present to your customer, such as hr@applebiteit.com, admin@applebiteit.com, finance@applebiteit.com etc.

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