Email integrations

Sending verified emails from your domain through Atomicwork

To ensure that your emails sent through Atomicwork are trusted and successfully reach your users’ inboxes, it's important to verify your domain using DKIM (DomainKeys Identified Mail). This process also enables whitelabelling, allowing your organization to send emails from your own domain (support@yourcompany.com) instead of the default Atomicwork subdomain (support@yourcompany.atomicwork.com). This means that end-users who email your company for service/support will receive responses from the same email address they email.

This article focuses on outgoing email verification using DKIM. If you're looking to set up incoming email forwarding, please refer to the relevant guide on forwarding emails into Atomicwork.

Why domain authentication matters

When you send emails through Atomicwork, they originate from our mail servers. Without verification, these emails might be flagged by receiving mail providers and can end up in spam folders. Domain authentication, particularly through DKIM, proves that Atomicwork is authorized to send emails on your behalf.

Authenticating your domain helps:

• Improve email deliverability
• Prevent spoofing and phishing
• Build trust with recipients with a recognizable domain

Setting up domain authentication with DKIM in Atomicwork

To authenticate your domain and enable verified outbound emails:

• Navigate to Settings > Your workspace > Channels > Email and click Edit on the email you’re configuring.
• If you haven't set up email forwarding for this address, follow our step-by-step guide for your provider — Gmail or Microsoft Office 365.
• You can also send a test email to verify that Atomicwork is receiving forwarded messages.
• To authenticate your domain for outgoing emails:
  • Login to your domain provider (like GoDaddy, Cloudflare, etc.) as an admin.
  • Navigate to the section where you can add and manage DNS records.
  • In Atomicwork, there will be a list of CNAME and TXT records created for the selected email address.
  • Add each of these records to your DNS configuration:
    • CNAME records for DKIM signing (e.g., s1._domainkey.yourdomain.com)
    • TXT records for SPF and DMARC policies
  • Save the records in your DNS provider's dashboard.
• Return to Atomicwork and click Verify.
• You will see a confirmation message when your domain is successfully authenticated.
• Under Email settings, you will be able to see the status of both incoming forwarding and outgoing verification.

Setting up email as a channel in Atomicwork

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 itsupport@acme.com to their workspace and HR can add hrsupport@acme.com 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.

[!NOTE] 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: itsupport@acme.com, 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., support@acme.com) 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

1. 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.