Enhance your support experience by forwarding your emails to Atera's support address. This way, you can maintain a professional touch by using your own support address (e.g., support@yourdomain.com), while ensuring that all incoming emails are efficiently handled as support tickets in the Atera platform. Additionally, you have the flexibility to customize your email settings by setting up email forwarding, changing your outgoing email domain, and more.

Note:

• Microsoft is phasing out basic authentication which may affect the SMTP protocol used in Atera. We have developed support for DKIM authentication so you can continue to send reply emails from your organization's domain from within Atera. We recommend that users currently using SMTP switch over to DKIM as per the instructions below. 

Set up email forwarding in your email account

To forward your support email to Atera, you'll need to configure email forwarding in your own email account. This process will vary based on your email provider. Once that's set up, you'll need to add your external email address as a support address within Atera. 

Note:

• The primary support email address 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, etc). In such cases, please ensure to test all recommended email forwarding methods and apply the one that would best suit your email configuration.

To set up email forwarding for Outlook 365:

If your email is hosted by Outlook 365, click here for instructions on setting up forwarding.

To set up email forwarding for Gmail:

If your email is hosted by Gmail, click here for instructions on setting up forwarding.
Note: 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, when using a Gmail account, you'll need to add privileges to the Gmail account to send emails. To do this, please complete the following steps:

1. Log in to your Gmail account and click on Gmail's automated warning email, subject title: 'Sign-in attempt prevented'.

2. Click REVIEW YOUR DEVICES NOW in the email body and follow the Gmail procedure to allow outbound emails. 

To set up email forwarding in Atera

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

The Email Settings page appears.

2. Set the email address from your domain that you want to use for sending support emails as the Primary Service Desk Support Address.

2. Set the email address from your domain that you want to use for sending support emails as the Primary Customer Support Address.

To change the listed email address, click Update at the bottom of the page before moving on to the next step. 

Note: 

• Email aliases are not supported, and will not work for auto-forwarding emails (and opening tickets). Please enter your actual primary support email address.
• Double forwarding is not supported, as Microsoft guidelines allow only one redirection per address.

• Enter your Primary Service Desk Support Address (or Additional Service Desk Support Addresses), in addition to setting up a forward with your mail provider. This is also the default 'reply-to' address that will appear in ticket communications with your sites after setting up DKIM domain verification.

  Enter your Primary Customer Support Address (or Additional Customer Support Addresses), in addition to setting up a forward with your mail provider. This is also the default 'reply-to' address that will appear in ticket communications with your customers after setting up DKIM domain verification.

Change your outgoing email domain

Customize your ticket replies and outgoing emails sent from Atera by changing the default domain, Noreply@atera.com, to your personal domain. This can be done either by using your own SMTP server or through DKIM authentication (similar to SPF). 

Note:

• We highly recommend users currently using SMTP switch over to DKIM as Atera's support for SMTP will be limited. Also, switching to DKIM authentication has the added benefit of providing an extra layer of security and preventing your domain from being used for phishing and other types of fraud. 
• Changing the method for Outgoing Email Domain (e.g., switching from SMTP to DKIM) will result in the loss of any pre-existing configurations.

DKIM domain verification (recommended)

1. Once you have set up email forwarding within Atera, select DKIM domain verification (Recommended) from the options under Outgoing Email Domain. 

2. Click Get records.  

The DKIM CNAME record window appears.

3. Copy the three keys provided and enter them in your domain's DNS provider. The process for adding the keys may vary depending on your provider. The links provided below will guide you through the specific steps for some popular DNS/Hosting providers.

• GoDaddy
• DreamHost
• Cloudflare
• HostGator
• Namecheap
• Names.co.uk
• Wix

4. Click Update to save your changes. 

Note: 

• Once you have entered the CNAME records in your DNS provider, Atera's servers will verify that you own the domain and are authorized to use DKIM with it. Confirmation usually takes less than an hour, but may take up to 72 hours.

Customize SMTP settings

1. Once you have set up email forwarding within Atera, select Customize SMTP Settings from the options under Outgoing Email Domain.

2. Make sure you filled in the Primary Support Email Address field with the support address you provide your sites (e.g. support@yourdomain.com).

2. Make sure you filled in the Primary Support Email Address field with the support address you provide your customers (e.g. support@yourdomain.com).

3. Add your SMTP server address, port, username/password, and check the box if you want to use SSL/TLS.

4. Whitelist app.atera.com and the following IP addresses in your email server:

• 172.201.250.210
• 172.201.250.75
• 57.153.14.140
• 20.83.59.240
• 20.83.57.243
• 4.249.232.110

For extra backup, whitelist the following IP addresses as well:

• 52.157.175.0/24
• 40.113.216.0/24
• 40.113.221.0/24  
• 40.113.222.0/24
• 54.240.3.0/24
• 51.144.126.0/24
• 40.122.130.0/24
• 54.240.106.94
• 54.240.106.95
• 172.201.250.210
• 172.201.250.75
• 57.153.14.140
• 20.83.59.240
• 20.83.57.243
• 4.249.232.110

5. Click Update.

Note:

• The email white-labeling will apply to ticket replies only. Reports, alerts, and invoices will still be sent from noreply@atera.com 
• The SMTP settings for Office365 can be found in this Microsoft guide. While option 1 is recommended, depending on your email configuration, you may be required to use the other options described in the article.
• To successfully use Gmail SMTP settings in Atera, you may need to allow less secure apps on Google's side. Learn more

Configuring MAIL FROM Domain for Amazon SES

If you notice that the smtp.mailfrom field is displaying the amazonses.com domain instead of your own domain, it indicates that additional configuration is required. Specifically, you need to set up MX and TXT records in your domain’s DNS settings to properly configure your domain as the MAIL FROM address. Not configuring this option can result in your emails being blocked by your security settings, and emails may fail to deliver, also DMARK may not work as intended.

To verify if your domain is correctly set as the MAIL FROM address, check the header of an email that failed to deliver or had issues. If the smtp.mailfrom field shows the amazonses.com domain instead of your own, it means the MX and TXT records need to be configured

Important note

Before setting up MX and TXT records, please reach out to our support team to enable this option from our end.

Steps to Configure MAIL FROM Domain

To resolve the issue, follow these steps to add the necessary DNS records:

1. Log in to your DNS provider’s management console and navigate to the section where you can add DNS records.

2. Add an MX Record:

   • Type: MX
   • Name: mail.*yourdomain*.com
   • Value: 10 feedback-smtp.eu-west-1.amazonses.com
   • Preference: 10 (This is the preference order for the mail server. Your DNS provider’s interface may require this value to be entered in a separate field.)

3. Add a TXT Record:

   • Type: TXT
   • Name: mail.*yourdomain*.com
   • Value: "v=spf1 include:amazonses.com ~all"

Important Notes

• Propagation Time: After publishing these records, it may take up to 72 hours for the changes to propagate across the internet.
• DNS Provider Specifics: The exact steps for entering these records may vary depending on your DNS provider's user interface. Ensure you follow their specific instructions for adding MX and TXT records.

Once these records are correctly added and propagated, your domain will be properly configured as the MAIL FROM address for Amazon SES, and the smtp.mailfrom field will display your domain instead of amazonses.com.

Set your auto-response email settings (for technicians and users)

Set your auto-response email settings (for technicians and contacts)

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

The Email Settings page appears.

2. Select your auto-response settings.

• Auto-create new user on incoming email: This will automatically create a new user upon receiving an email from a new address.
• Auto-create new contact on incoming email: This will automatically create a new contact upon receiving an email from a new address.
• Send an email to a newly added user: This will automatically send an email to new users that were manually and automatically created. You can select an email template from the dropdown or create a new template to be sent to contacts.
• Send an email to a newly added contact: This will automatically send an email to new contacts that were manually and automatically created. You can select an email template from the dropdown or create a new template to be sent to contacts.
  
• Send ticket reply to user by email: This will send every ticket reply via email to associated users.
• Send ticket reply to contacts by email: This will send every ticket reply via email to associated contacts.

3. Click Update to save all changes.