Manage your outgoing email domains and Email Forwarding in Atera

Customize your ticket replies and outgoing emails sent from Atera by adding custom domains. This can be done either by using your own SMTP server or through DKIM authentication (similar to SPF).

Note:

Microsoft is phasing out basic authentication which may affect the SMTP protocol used in Atera. We recommend that users currently using SMTP re-add the domain using DKIM, so you can continue to send reply emails from your organization's domain from within Atera. 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.
If an email address is blocked due to delivery failures, admins will receive a notification and email alerting them to contact us to release the address.
Trial accounts using 'noreply@atera.com' or DKIM domain verification can send up to 50 emails a day from the outgoing email domain.

Set up email forwarding in Atera

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

The Email Settings page appears.

2. Click on “New address”:

3. Complete the required fields and click “Next”:

Friendly name: A display name used to easily identify the email address in Atera.
Support email address: The email address your end users contact to create tickets in the Atera console.
Address function: Defines how the email address is used. You can select one of the following options:
- Incoming: Used only to create tickets when an end user sends an email.
- Outgoing: Used only for sending outgoing emails from Atera.
- Incoming & outgoing: Used both to create tickets and to send replies from the same email address.

4. Next, set up email forwarding in your mailbox.

The process varies based on email provider. Then you can add your external email address as a support address within Atera. For more information, see:

5.After clicking Next, select the customers for whom the address will apply.

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.
You must have a verified domain in the Atera console to successfully add the support address. If the domain is not verified beforehand, you will be redirected to the Domain verification page.

Add domain

To add a domain:

Go to Admin > Support and ticketing > Email settings > Domains tab.

The Support email settings page appears.
Click New domain.
Enter your domain. Then click Next.
From the dropdown, select a verification protocol. See DKIM verification or SMTP verification to continue.

Note: Once a protocol is selected, it cannot be changed. To switch the protocol, delete the domain and then add it again.

DKIM verification (recommended)

1. Enter your MAIL FROM prefix. Then click Get records.

2. Copy the CNAME, MX, and TXT 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.

Note: If the domain is already associated with another customer but it's not verified yet, you'll be directed to the DKIM DNS records slide out. Instead of generating new DKIM keys, you'll be prompted to enter your existing CNAME records from your DNS provider.

3. Click Done to save your changes.

Note: Once you have entered the 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.

SMTP verification

1. Enter your SMTP server address, port, username and password.

2. Check the box if you want to use SSL/TLS.

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

20.83.57.243
20.23.103.144/28
20.93.110.48/28
172.168.0.144/28
52.234.164.80/28
20.103.213.160/28

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
20.83.57.243

4. Enter a sender address from your mail server to send a test email and complete the domain verification.

5. Click Send & verify.

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
If you receive a banner notifying of a delivery failure using your SMTP settings configuration, then emails will be sent from noreply@atera.com or your DKIM domain. To dismiss the banner, click Update email settings to update the SMTP settings and successfully send a Test email settings, or select a different outgoing email domain method.

Using multiple outgoing email addresses for ticket replies

Once you’ve added and verified one or more domains, you can configure multiple outgoing email addresses and control which address is used when replying to tickets.

This allows you to:

Reply from different support addresses
Maintain clear separation between teams or services
Ensure replies come from the most relevant email address

To add a an additional address:

Go to Admin > Support and ticketing > Email settings > Addresses tab.

The Support email settings page appears.
Click New address.
Enter the details. Then click Next.

4. The second and final step is to select the customers to whom the technicians can send email replies.

Default reply behavior

By default, Atera sends replies from the same email address that received the ticket.

This behavior is enabled automatically to avoid confusion, as end users typically expect replies to come from the address they originally contacted, even if a different default outgoing email address is configured.

If you want to disable this option, uncheck the below option in the process of adding a new email address:

Changing the “From” address when replying

When replying to a ticket, technicians may see a “From” dropdown that allows them to select a different outgoing email address.

Notes:

Only email addresses associated with the relevant customer or account are shown
The selected address is used for that specific reply
Internal notes are not affected and never send emails externally

Important notes

Domains must be fully verified before they can be used for outgoing replies
Reply behavior does not affect alerts, reports, or invoices, which are still sent from noreply@atera.com
If an outgoing email address is blocked due to delivery failures, admins will be notified
This is available only in our Beta environment

Edit domain

To edit an unverified domain:

Hover over the domain row and click Verify domain. Select a verification protocol, then complete the domain verification.

To edit a domain with DKIM protocol:

Hover over the domain row. Depending on the verification status, you'll have different options:

Verified or Pending status: Click the domain name. The generated keys are no longer available after 72 hours. Once a domain is pending or verified, you cannot restart the verification flow or change the protocol. This mode is read-only.
Failed status: If 72 hours have passed since the DKIM verification keys were generated and the DNS setup wasn’t completed, the domain’s status will move from Pending to Failed. To restart the process, click Retry verification, then generate a new set of verification keys or reselect the protocol, and complete the domain verification.

To edit a domain with SMTP protocol:

Hover over the domain row. Depending on the verification status you'll have different abilities:

Verified or Pending status: Click the domain name. Once a domain is pending or verified, you cannot restart the verification flow or change the protocol. This mode is read-only.
Failed status: Click Retry verification. Then complete the SMTP verification.

Delete domain

Hover over the domain row. Click the ellipses, then click Delete.