When incoming emails fail to create tickets, the issue generally falls into two categories:
Atera never received the email, or Atera received the email but was not allowed to create the ticket.
Email Forwarding verification
Atera can only create tickets if it actually receives the email.
Your support emails should be sent to your primary support address configured in Atera. This address should automatically forward all incoming messages to the autogenerated Atera email address, which is what ultimately creates the tickets in the console. As an alternative, you can send emails directly to the autogenerated address, but using the primary address is the recommended setup.
For instructions on setting up the forwarding correctly, see: Forward emails for automatic ticket creation.
You can also verify the forwarding setup with a quick test. Simply send one email to your primary support address and another to the autogenerated Atera address:
If both messages create tickets, the forwarding is correctly configured and you can continue with the next checks.
If only the email sent to the autogenerated address creates a ticket, the forwarding rule for the primary address isn’t working and should be reviewed.
If neither email creates a ticket, the overall configuration might be incorrect and must be resolved before Atera can receive messages.
Note: Even if forwarding is correct, ticket creation can still fail due to contact or customer settings. Continue with the steps below.
Contact Email Settings
In Admin > Email Settings, scroll to the Contact Email Settings section.
If this is disabled, Atera will not create tickets from email addresses that are not already added as contacts.
Enable this option if you want new email senders to automatically become contacts and create tickets.
Contact-Level Settings
If the sender exists as a contact, open their Contact Page and check the options under the "Permissions" tab:
Set as Main Contact
This setting affects ticket creation if the customer is configured to allow only main contacts to submit tickets (see below).
Ignore Emails From Contact
If enabled, Atera will ignore all emails from that address.
Make sure it is unchecked unless intentionally blocking that sender.
The “Unassigned” Customer
Do not delete the Unassigned customer.
It is recommended to keep it because Atera uses it to store contacts from domains that do not match the domains of existing customers (especially useful if each customer has its own domain).
Deleting it can disrupt how new contacts are handled and how tickets are assigned.
Verify Forwarding From Your Email Side
If all Atera settings look correct, check an email trace on your side to confirm the forwarding rule actually sent the message to the correct Atera email address.
If all the steps above have been checked and everything appears correctly configured, please reach out to our support team. Make sure to include both an .eml file of the affected email and an email trace from your mail provider, this will help us diagnose and resolve the issue much faster.
