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Help Center›Admin Setup (For Admins)›Channels›How to set up email ticketing forwarding
Table of contents
  • Overview
  • Key Features
  • How to add a sender
  • How to verify your DNS records
  • How to forward emails to Atlas
  • If your support address is a Google Group
  • If you use a Google Workspace routing rule
  • FAQs & Troubleshooting
  • Why can't I send replies from my new sender?
  • "Check records" still shows unverified records. What should I do?
  • Forwarding is on, but emails don't arrive in Atlas. What should I check?
  • Where do I find the forwarding confirmation email?
  • Should I forward all emails from a shared inbox?

    • How to set up email ticketing forwarding

    Last updated October 8, 2026

    Who can use this feature?
    Admins only.

    Overview

    Turn emails sent to your support address into Atlas tickets. Setup has three parts: add a sender in Atlas, verify your DNS records, and forward emails from your email provider to your Atlas inbox address.

    Related articles:
    •  How to use Atlas: quick start guide: Where email ticketing fits in your first setup tasks.
    •  First steps for Admins: The other settings to configure when you start with Atlas.

    Key Features

    • One or several senders: Add one general support address, or a separate sender for individual agents.
    • Custom sender name: Show one unified name on all outgoing messages, whichever agent replies.
    • Default sender: Apply a sender to new tickets automatically.
    • Signatures: Write a signature in the "Standard" editor or in "HTML".
    • DNS verification: Check your records from Atlas once your domain administrator adds them.

    How to add a sender

    1. Go to  "App Configuration > Channels > Email"  and click "Add sender".
    2. Enter the sender "Name". Only your team sees it.
    3. Enter "Your support address". Ticket replies are sent from this address.
    4. Copy the "Atlas inbox address". You need it to set up forwarding.
    5. Optionally, configure:
    • "Use custom sender name": Show one name on all outgoing messages, whichever agent replies.
    • "Set as default for new tickets": Use this sender for new tickets automatically.
    1. Select the signature "Formatting":
    • Standard: Rich text with links, variables and emojis, no code needed.
    • HTML: Raw HTML for custom layouts, inline CSS or hosted images.
    1. Optionally, enter a "Signature".
    2. Click "Create Sender".
    Important:
    The new sender shows a red circle in the "Configured" column. You can't send replies from it until you verify your DNS records.

    How to verify your DNS records

    Requirements:
    Access to your domain's DNS settings, or an IT or domain administrator who can update them.
    1. In the sender table, click the ellipsis icon on your sender and select "Edit sender".
    2. In "Manage DNS Records", copy the record values and send them to your domain administrator.
    3. Your domain administrator adds the records in your domain's DNS manager (outside Atlas).
    4. Once the records are updated, return to "Manage DNS Records" and click "Check records".
    5. Check that every record shows a "verified" status with a green circle.
    Important:
    DNS changes can take up to 24 hours to take effect, depending on your domain registrar. If "Check records" doesn't show them as verified yet, try again later.

    How to forward emails to Atlas

    1. In  "App Configuration > Channels > Email" , copy the "Atlas inbox address" of your default sender, or of the sender you want to use.
    2. Sign in to your email provider (for example, Gmail or Outlook) and open its settings.
    3. Open the forwarding settings (in Gmail, "Forwarding and POP/IMAP") and add the "Atlas inbox address" as a forwarding address.
    4. Choose what to forward:
    • All emails: Forward every incoming message automatically.
    • Selected emails: Create a filter that forwards only support emails. This works best for shared inboxes.
    1. Open the forwarding confirmation email. It arrives as a ticket in your Atlas inbox.
    2. Click the confirmation link to allow forwarding.
    3. Return to your email provider's settings and check that forwarding is turned on.

    If your support address is a Google Group

    Add the "Atlas inbox address" as a member of the group with permission to post to the group and to view its conversations.

    If you use a Google Workspace routing rule

    In the Google Admin console, add a routing rule for your support address and add the "Atlas inbox address" as an additional recipient. Your teammates keep receiving the emails as before.

    Important:
    If emails don't arrive in Atlas after you turn on forwarding, check that your company allows forwarding to external domains. If it doesn't, add the "Atlas inbox address" to the allowlist for external forwarding.

    FAQs & Troubleshooting

    Why can't I send replies from my new sender?

    Your DNS records aren't verified yet. Edit the sender, click "Check records" in "Manage DNS Records", and make sure every record shows "verified".

    "Check records" still shows unverified records. What should I do?

    Ask your domain administrator to confirm the records match the values in Atlas exactly, then check again later. DNS changes can take up to 24 hours to take effect.

    Forwarding is on, but emails don't arrive in Atlas. What should I check?

    • Your company may block forwarding to external domains. Add the "Atlas inbox address" to the allowlist for external forwarding.
    • If your support address is a Google Group, make sure the Atlas inbox address is a member that can post and view conversations.
    • Check that you confirmed the forwarding request from your email provider.

    Where do I find the forwarding confirmation email?

    It arrives as a ticket in your Atlas inbox. Open it and click the confirmation link.

    Should I forward all emails from a shared inbox?

    Usually not. Create a filter so only support emails reach Atlas.

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