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., firstname.lastname@example.org), 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.
This article describes how to:
- Set up email forwarding in your own email account (instructions for Outlook365 and Gmail)
- Set up email forwarding within Atera
- Change your outgoing email domain
- Configure your DKIM settings (recommended)
- Customize your SMTP settings (optional)
Important 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 your auto-response email settings (for technicians and userscontacts)
Set up email forwarding in your own 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.
- 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'.
To set up email forwarding within Atera
1. From Admin (on the sidebar), click Email Settings.
2. The Email Settings page appears.
3. Make sure that the email address listed as the 'Primary Service DeskCustomer Support Address' is the one you want to use for sending emails and that the domain belongs to you.
Important note: If you want to change the listed email address, you must click Update at the bottom of the page before moving on to the next step.
- Email aliases are not supported, and will not work for auto-forwarding emails (and opening tickets). Please enter your actual primary support email 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).
- As stated above, 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.
To configure your DKIM settings (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.
4. Click Update to save your changes.
- 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 your SMTP settings (optional)
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 SitesCustomers (e.g. email@example.com).
3. Add your SMTP server address, port, username/password, and check the box if you want to use SSL/TLS.
4. Click Update.
- The email white-labeling will apply to ticket replies only. Reports and invoices will still be sent from firstname.lastname@example.org
- The SMTP settings for Office 365 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
- Please add app.atera.com to the allowed list in your email server as well as the following subnets:
If you cannot whitelist an IP address range of /16, please use add the following:
Set your auto-response email settings (for technicians and userscontacts)
1. From Admin (on the sidebar), click Email Settings. The Email Settings page appears.
2. Select your auto-response settings.
- Clicking on 'Auto-create new usercontact' will enable automatic usercontact creation, upon receipt of an email from a new address.
- You can select or create an email template to be sent to new userscontacts.
3. Click Update to save all changes/additions.