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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 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

 

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.

 

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.

 

 

 

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

 

 

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). Additionally:

1. When using a Gmail account, you'll need to add privileges to the Gmail account to send mails.

2. Log in to your Gmail account, click on Gmail's automated warning email  'Sign-in attempt prevented'.

3. In the mail body click on 'REVIEW YOUR DEVICES NOW' and follow the Gmail procedure to allow outbound emails.

 

 

 

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

 

 

 

 

 

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