Adding Your Email Address to Onsite Support

Email is considered to be one of the main support channels, so it should be a primary setting you should work on when Onsite Support instance is going live.

1. Understanding of Mailing in Onsite Support

Mailboxes are used for creating tickets, all notifications in the system and posting replies to tickets/topics. Here is a typical workflow that best describes how it works:

  1. Your customer sends an email to the default mailbox that is set up in Onsite Support;
  2. System checks if it's a new request or a reply to the current ticket/topic;
  3. If the request is new, it goes to ticket rules and it either creates tickets, sends a notification to required agents or drops it depending on the rules;
  4. When an agent or customer reply to email, new comment within ticket/topic is created.

Your instance should have only 1 default support email. All other emails would be just forwarders to the main mailbox. 

There are some rules to follow in order for the system to work correctly:

  • Outgoing/Incoming mailboxes should be the same in order for the system to convert them into tickets or replies; 
  • You should have 1 default mailbox used for outgoing/incoming emails, and add other mailboxes as forwarders to the default support mailbox;
  • Additional mailboxes that are used for forwarding shouldn't be used as user accounts in the system.

Before connecting your email address with Onsite, it's mandatory to know who's your Email Provider and DNS Provider.

What is an Email Provider?
An Email Provider is a company or service that offers email hosting and management, allowing users to create, send, receive, and store email messages. Popular email providers include Gmail, Outlook and Yahoo Mail.
What is a DNS Provider?

A DNS (Domain Name System) provider is a service or company enabling users to access websites and online resources by using human-friendly domain names instead of numeric IP addresses. Popular DNS providers include Cloudflare, Google Cloud DNS, and Amazon Route 53.

DNS encompasses various records such as SPF and TXT records. The primary function of DNS is to convert your domain name (the part following the @ sign in your email address) into an IP address for sending emails and performing other tasks. In your Onsite Email settings, proper DNS configuration involves adding all the recommended DNS records. This typically includes incorporating the provided SPF TXT record in your Email settings. Problems with your DNS setup can affect Onsite's capability to successfully deliver emails on your behalf.

What is SPF? Sender Policy Framework (SPF) is an acronym for email authentication. SPF is a specific type of TXT record that can be added by your email administrator in the DNS settings of your external email account. The SPF record enumerates all authorized hostnames or IP addresses permitted to send emails on behalf of your email domain, making it essential to include Onsite in this record. 
What is TXT?
TXT denotes a text record, a category of DNS record designed for storing textual information and linking it to a specific resource. The inclusion of this record serves as verification of your administration over the email domain and your authorization for Onsite to send emails on your behalf.

2. How to determine which Email Setup to follow?

The initial step involves identifying your Email Provider and DNS Provider. You'll then proceed with the setup tailored to Gmail, Outlook, or Other Email Provider

3. How to Add your Email to Onsite Support

Based on the results above, we will proceed with the email setup according to the Email Provider:

If you have any questions at all, please feel free to reach out to us by sending an email at

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