Customize how your team sends and receives support emails by forwarding them to Atera, automatically turning incoming messages into trackable tickets while sending replies from your own professional addresses (e.g., support@yourdomain.com). You can also fine-tune your email settings, including forwarding rules and outgoing domains, to match your support workflows.

To manage your support addresses, see Support email settings: manage addresses

Domains

Add custom domains using your own SMTP server or through DKIM authentication to personalize your ticket replies and outgoing emails sent from Atera.

Domain table columns

• Name: Name to identify the email address.
• Protocol: Each domain is verified using one protocol, either SMTP or DKIM. 
  • SMTP (Simple Mail Transfer Protocol): Verifies your domain by sending a test email from your mail server to confirm the sending address is valid.
  • DKIM (DomainKeys Identified Mail): Verifies your domain by adding a unique DNS record that authenticates your domain’s outgoing emails.

Note: Once a protocol is selected, it cannot be changed. To switch the protocol, delete the domain and then add it again.

• Last modified: Date and time that the domain was last edited. 
• Verification status:
  • Unverified: If you exit the window before completing the verification, the domain will be Unverified. The Verify domain button will appear to complete the verification process.
  • Pending: You completed the verification process and the verification is in progress. The Check status button will appear to check when the verification is completed.
  • Failed: The verification failed and the Retry verification button will appear.
  • Verified: Verifications is complete and the domain can now be used for email functions.

Add domain

To add a domain:

1. Go to Admin > Support and ticketing > Email settings.

The Support email settings page appears.

2. From the Domains tab, click New domain.

The Add domain window appears.

3. Enter the domain name. Then click Next.

4. For the authentication method, select DKIM or SMTP.

DKIM:

• Enter the prefix you want to use. This creates a subdomain that handles outgoing emails and bounce messages.
• Click Get records.
• Copy the CNAME, MX, and TXT records shown in the window. These keys are valid for 72 hours.
• In your DNS provider, add these records to the DNS zone for your domain.
• After the records are detected, the domain is verified and outgoing addresses associated with it become active.

SMTP:

• Enter the server address, port, username, and password.
• Check Use SSL/TLS (optional).
• In From address, enter an email address that is allowed on your mail server (for example, support@yourdomain.com).
• Click Send test email to send a test message to your logged-in user and confirm the SMTP setup works.

Delete domain

Deleting a domain will also remove any support email addresses configured with it.

To delete a domain:

1. From the domains list, find the domain and click the three dots. Then click Delete.

A confirmation window appears. 

2. Click Delete.