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 domains, see Support email settings: manage domains

System addresses

These are the two primary addresses used to receive and send emails:

Auto-generated incoming address: Emails sent to this address automatically create tickets in Atera. Add incoming addresses in the All addresses section and set up email forwarding to this auto-generated address. 

Note: This address cannot be changed. 

Default outgoing address: This email address is the selected default for all ticket replies. It's set to noreply@atera.com, but you can customize it by selecting a different outgoing address from the dropdown, which lists the outgoing addresses you've added in the Support addresses section.

Note: 

• If the dropdown is disabled, it indicates that no outgoing addresses have been added that are open to all sites. In other words, the list only displays outgoing addresses that apply to "All sites".
• If the dropdown is disabled, it indicates that no outgoing addresses have been added that are open to all customers. In other words, the list only displays outgoing addresses that apply to "All customers".
• If the selected email becomes invalid, (e.g. the domain is unverified or the address is deleted), the default outgoing address will automatically revert to noreply@atera.com.

Support addresses

Incoming addresses vs outgoing addresses

• Incoming addresses let customers open their support tickets via email. Set up forwarding to the auto-generated incoming address and share these custom addresses with your users so they can email their requests directly. Incoming emails to these addresses will automatically create tickets for a streamlined and personalized support workflow.
• Outgoing addresses are used by technicians. From within a ticket, technicians can choose which outgoing address to use as the sender for their ticket reply. Customize the Default outgoing address to ensure that replies have a personalized and relevant sender, even when no specific address is selected. This helps maintain consistent, professional communication across all ticket responses.

Support addresses columns

• Name: Name to identify the email address.
• Email address: Full email address with a verification status label (Pending domain verification or verified).
• Sites: Select which sites this address applies. By default, it applies to all sites, or the sites selected from its domain (in the Domain tab) unless manually overridden.
• Customers: Select which customers this address applies. By default, it applies to all customers, or the customers selected from its domain (in the Domain tab) unless manually overridden.
• Function: Determine if this address applies to emails that are incoming, outgoing, or both.
  • Incoming: When an email is sent to this address, a ticket will be created from the email.
  • Outgoing: When replying to tickets from the users of the selected sites in Atera, this address will appear as a selectable option in the Sender field dropdown on the ticket.
  • Outgoing: When replying to tickets from contacts of the selected customers in Atera, this address will appear as a selectable option in the Sender field dropdown on the ticket.
• Created date: Date the email address was added to the system.
• Send test: Send a test email to the address to ensure it's connected properly

Add support address

To add a support address:

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

The Support email settings page appears.

2. Click New address.

The Add email address window appears.

3. Enter a friendly name and the support email address.

Note: 

• The name is not mandatory. If left empty, the local part of the email address will become the name (e.g. The address 'support@yourdomain.com' will have the name 'support').
• Before you can add a support email address, you need to add its domain first. For more info, see Email settings: address & domains

4. Select the address function (incoming, outgoing, or both).

Note:

• When you select Incoming & Outgoing, check the box 'Reply from this address to tickets created from it'.
  This means that if a user emails this address to create a ticket, it will be preselected as the sender address when a technician replies, instead of the Default outgoing address. The technician can still choose a different address from the dropdown if needed. Note:
• If the address’s domain is already verified, the address will be added successfully and the setup is complete. If it’s not verified, it will be added to your domains, and you’ll be redirected to verify it.
• If the domain is already associated with another site but it's not verified yet, you'll still be directed to Domain verification. Instead of generating new DKIM keys, you'll be prompted to enter your existing CNAME records from your DNS provider.
• If the domain is already associated with another customer but it's not verified yet, you'll still be directed to Domain verification. Instead of generating new DKIM keys, you'll be prompted to enter your existing CNAME records from your DNS provider.

5. Copy your auto-generated support address.

6. Log in to your mailbox and add the address to your email settings as a forwarding address. (Settings > Forwarding and POP/IMAP.).

Note: If your email provider requires verification, you'll receive an activation email to verify the address.

For more information on configuring email forwarding within your email account, see:

• Set up Microsoft 365 email forwarding
• Automatically forward Gmail messages to another account

7. Click Next.

Note: If the address function is for incoming or outgoing emails only, then click Add support address.

8. Choose which sites technicians can send ticket replies to.

8. Choose which customers technicians can send ticket replies to.

The email address is added to All addresses.

Note:

• Double forwarding is not supported, as Microsoft guidelines allow only one redirection per address.
• The incoming email addresses you are using to forward emails to the auto-generated address needs to have the Sender Rewriting Scheme (SRS) enabled. SRS improves the deliverability of applicable messages that pass Sender Policy Framework (SPF) checks when they arrive from the original sender but that then fail SPF at the final external destination after they are forwarded.
• Atera does not offer technical support for the use of mail filtering solutions (e.g., Proofpoint, Cisco Email Security). In such cases, please ensure to test all recommended email forwarding methods and apply the one that would best suit your email configuration.
• When adding the auto-generated support address in Gmail's forwarding section, a verification message will be sent to that address. You will find this as a ticket created in your Atera console from where you can copy the verification link.
  • Additionally, you'll need to add privileges to the Gmail account to send emails. To do this, please complete the following steps:
    • Log in to your Gmail account and click on Gmail's automated warning email, subject title: 'Sign-in attempt prevented'.
    • Click REVIEW YOUR DEVICES NOW in the email body and follow the Gmail procedure to allow outbound emails.

Edit email address

To edit an address, hover over its row and click the name. You can then update the name, address function, and selected sites for outgoing addresses. After making your changes, click Save.

To edit an address, hover over its row and click the name. You can then update the name, address function, and selected customers for outgoing addresses. After making your changes, click Save.

Note: 

• The Support email address field cannot be changed. To change the address itself, delete this email address and add a new one.
• The address set as the Default outgoing address cannot be edited.

Delete email address

Deleting an address removes it from your support addresses, and emails sent to it will no longer automatically create tickets.

To delete an address:

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

A confirmation window appears. 

2. Click Delete.

• If it was an outgoing address, it will no longer appear as a sender option for ticket replies. 
• If it was an incoming address, emails sent here will no longer be forwarded to automatically create tickets.

Note: The address set as the Default outgoing address cannot be deleted.