Add your support email address as a channel in Atomicwork so your end users can also use email to reach out to your team. You can add email addresses as channels to workspaces; this way, IT can add [email protected] to their workspace and HR can add [email protected] without worrying that emails might be sent to the wrong workspace and team.
End users can raise requests, incidents, and service requests through email by sending an email to your support email address.
Currently, Microsoft Office 365 and Gmail are the supported email providers.
Automatic replies such as out-of-office messages or delivery receipts won’t create a request. These emails are filtered out if they include headers like:
Auto-Submitted: auto-replied
Auto-Submitted: auto-generated
X-Auto-Response-Suppress: DR (Direct receipts), OOF (Out of office replies), AutoReply (auto replies)
This ensures only genuine emails are logged as requests.
Setting up email as a channel
Navigate to Settings > Your workspace > Channels.
Click on the Settings button in the Email card.
Enter your email address in the first field. This is the email address your end users will know.
Enter the From name you want us to use when we send notifications to your end users on your behalf.
Click on Save and setup forwarding to move to the next step. A popup will tell you what the default forwarding address is so you can use it in your forwarding rule.
Integrating Gmail with Atomicwork
Log into Gmail. Go to Settings > Forwarding and POP/IMAP.
Click on Add a forwarding address. Copy the forwarding address in here.
Gmail will verify that you're trying to set a forwarding rule by sending a verification popup to another device into which you're already signed in. Please enter the right verification code.
Once you do, Gmail will send a confirmation email to the forwarding address.
Go back to your Atomicwork account. Navigate to Your workspace > All Requests.
You should have received a request with the name: Gmail Forwarding Confirmation - Receive Mail from <your email>
This email will contain a verification link. Copy the verification link (it is not clickable) and open it in a new tab.
Click on Proceed to confirm you want to forward emails to Atomicwork.
Go back to your Gmail > Settings > Forwarding and POP/IMAP.
By default, forwarding is disabled in Gmail, so you need to enable it and choose the Atomicwork forwarding email address. We recommend you choose the Save a copy and forward to... option for record-keeping purposes.
Make sure to save your changes! Gmail does not auto-save this preference.
Go to your Atomicwork account and navigate to Settings > Your workspace > Channels > Email settings. Click on the Verify button against the email address you just added.
In the popup, click on Send test email so we can confirm if the forwarding rule has been set up correctly. If everything goes well, the popup will disappear, and you will get a success message notifying you that these email channel settings have been verified successfully.
All emails to your support email address, e.g: [email protected], will now be forwarded to Your workspace > All requests.
Integrating your Microsoft Office 365 account with Atomicwork
Sign in to your Microsoft Office 365 account as an administrator.
Navigate to Admin > Exchange from the top menu.
Select Mail Flow from the left-hand menu.
In the Rules section, click the + icon and choose Create a new rule.
Name your rule accordingly.
For the condition, select The recipient is... from the drop-down menu to specify the forwarding rule.
On the following screen, select your designated support email address (e.g., [email protected]) and confirm by clicking OK.
Next, in the drop-down menu, opt for Redirect the message to.
Enter the forwarding email address given by Atomicwork (e.g., <workspace name>@companyname.atomicwork.com) into the Check names field.
Click on the Check names button after entering the email address.
Click OK to exit this screen, then hit Save on the preceding screen to apply your changes.
Verify that no other users have established their own forwarding rules in their Outlook 365 web accounts, as this could impact the effectiveness of the rule you've just set up.
FAQs
I have followed the M365 steps but emails are not being forwarded to Atomicwork. What do I do?
Please check if SMTP or IAP is disabled for your email domain. Here's how you can confirm it.