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 recommend that users currently using SMTP switch over to DKIM, so you can continue to send reply emails from your organization's domain from within Atera.
Set up email forwarding in your email account
You'll first need to configure email forwarding within your email account — 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:
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.
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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.
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Additionally, you'll need to add privileges to the Gmail account to send emails. To do this, please complete the following steps:
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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.
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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.
- 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.
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 DNS record window appears.
3. 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.
4. Click Update 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.
Customize SMTP settings
Important note: We will soon update the list of IP addresses that need to be whitelisted on your firewall on the 30th of January, 2025. This will ensure uninterrupted access to our systems and services. The updated IP addresses are listed below (along with the current addresses).
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
Note: To ensure uninterrupted access to our systems and services, please add the additional IP addresses to your firewall whitelist before the 30th of January, 2025.
- 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
- 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
- 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.
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.
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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.
