Customize how your support emails are sent, displayed, and automated. Define reply sender names, set up automated responses, and manage how new users are created from incoming emails.

Customize how your support emails are sent, displayed, and automated. Define reply sender names, set up automated responses, and manage how new contacts are created from incoming emails.

Configure Advanced Settings

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

The Email settings page appears.

2. Click Advanced settings.

The Advanced settings page appears.

Name on Replies

Choose how the sender name appears in ticket replies. Show the replying technician's name, or use a custom name for all replies.

The "Please Reply Above This Line" Text

Ticket reply emails sent from Atera include the line Please reply above this line. It marks where the recipient's reply should begin, so that Atera can add their response to the existing ticket instead of creating a new one.

This line is part of how the ticketing system works and cannot be removed or changed. Creating a custom email template for ticket replies does not remove it.

Automated Actions

Set up automated email actions to reply to tickets, create new users from incoming emails, and send welcome emails.

Set up automated email actions to reply to tickets, create new contacts from incoming emails, and send welcome emails.

• Send ticket replies via email: Automatically send every ticket reply as an email to the user's associated address, in addition to the response on the ticket itself in the Service Portal.
• Send ticket replies via email: Automatically send every ticket reply as an email to the contact's associated address, in addition to the response on the ticket itself in the Customer Portal.
• Auto-create new user from incoming email: Create a new user when a ticket is received via email from a new address.
• Auto-create new contact from incoming email: Create a new contact when a ticket is received via email from a new address.
• Send email to new contact: Select an email template from the dropdown to send an auto-response email to new contacts when they're added manually or created from an incoming email. To create a new email template, see Create email templates