Email is one of the main support channels in Onsite Support, so it should be one of the first settings you work on when your instance is going live.
1. Understanding Email in Onsite Support
Mailboxes (email addresses) are used to create tickets and all notifications in Onsite. They're also used to post replies to tickets/topics. Here is a typical workflow:
- Your customer sends an email to the default mailbox that is set up in Onsite Support.
- The system checks if it's a new request or a reply to the current ticket/topic.
- If the request is new, it goes to your "Object is Created" triggers. There, it will generally be turned into a ticket.
- When an agent or customer replies to the email, a new comment within the ticket/topic is created.
There are some rules to follow in order for the system to work correctly:
- You can only have 1 default email address used for outgoing/incoming emails. Additional email addresses must be set up to forward to and from your default support email.
- You should not use your default support email or additional emails as Onsite user accounts.
Before connecting an email address with Onsite, it's mandatory to know 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. It allows users to create, send, receive, and store email messages. Popular email providers include Gmail, Outlook and Yahoo Mail. |
|
What Is a DNS Provider? |
A Domain Name System (DNS) provider lets users access online resources via human-friendly domain names. Without one, you'd have to look up websites using numeric IP addresses instead of names! Popular DNS providers include Cloudflare, Google Cloud DNS, and Amazon Route 53. A DNS encompasses various records, such as SPF and TXT records. A DNS converts your domain name (the part following the @ sign in your email address) into an IP address for sending emails and other tasks. In your Onsite Email settings, DNS configuration involves adding 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 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
verifies that you own the email domain and have authorized Onsite to send
emails on your behalf.
|
|
What Is SPF? |
A Sender Policy Framework (SPF) is used for email authentication. An 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 lists all authorized hostnames or IP addresses permitted to send emails on behalf of your email domain. As a result, it's essential to include Onsite in this record. |
2. How to Determine Which Email Setup Guide to Follow
The initial step involves identifying your email provider and DNS provider. You'll then proceed with the setup guide tailored to Gmail, Outlook, or other email providers.
3. How to Add your Email to Onsite Support
If you followed along with the steps above, you should now know which email provider you have. Choose the corresponding guide below:
If you have any questions at all, please feel free to reach out to us by sending an email to support@onsitesupport.io.