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Forward your support email to Atera 

This article explains how to forward your support email to Atera, and customize related email settings. You will learn how to: 

  • Forward your support email to the Atera auto-generated support email, and have all emails automatically open tickets in the Atera platform.
  • Set your auto-response email settings.
  • Customize your SMTP settings (optional). 

 

Forward your support email to Atera 

You can forward your support email to Atera’s support address so that:

  • You can continue to provide your customers with your own support address (e.g.support@yourdomain.com).
  • All emails automatically open support tickets in the Atera platform.

You'll need to configure email forwarding in your own email account. Exactly how this is done depends on the email provider you're using (scroll to the bottom of this article for instructions on setting up a forward in Outlook 365 and Gmail). Once that's set up, you'll need to set up the forward on Atera's side as well.   

 

To set up a forward of your support email (on Atera's side):

 

1. Click on the Admin page (in the side menu) > Email Settings.

 

2. The Email Settings page appears. Please fill in the fields as indicated in the image below:

 

Email_Settings_page_cropped.png

 

 

Set your auto-response settings

You can select your auto-response settings.

 

To select your settings:

  1. Click on the Admin page (in the side menu) > Email Settings.
  2. Select your settings.

 

 

Customize your SMTP settings (optional)

You have the option of using your own SMTP server.  If you don’t add your server, ‘reply’ emails to customers will come from ‘noreply@atera.com’.

 

To customize:

  1. Click on the Admin page (in the side menu) > Email Settings.
  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, username/password, port and SSL/TLS preference (under ‘Customize SMTP Settings’).
  4. Click Update.

 

SMTP.png

 

 

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

Note: You'll also need to add your external email address as a support address in Atera. See Forward your support email to Atera (above).

 

 

If your email is hosted by Outlook 365, follow the steps below to set up forwarding:

1. Log in to Outlook.com using the support address you'd like to set up forwarding for.

2. Go to the Gear icon in the upper right hand corner and click Options.

3. Under Mail > Accounts, click Forwarding.

4. Click Start Forwarding, then enter your Atera auto-generated support email address (e.g. companyname@ticketing.atera.com).

5. Click Save.

6. You also need to add your external email address as a support address in Atera. See Forward your support email to Atera (above).

 

 

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