Setting up email
Email is the channel most helpdesks run on, and setting it up in Auralis is two separate jobs: receiving mail so that it becomes tickets, and sending mail so that your replies arrive from your own domain. They are configured on their own tabs under Channels → Email, and they can be done in either order — you can start taking email before you have set up sending.
Configuring a channel is an admin action.
Receiving
There are two ways to get mail into Auralis, and you should pick one deliberately.
A forwarding address is the quicker route. Auralis mints an address for your workspace, and you set your existing support mailbox to forward to it. Nothing about your mail hosting changes, and you can undo it by removing one forwarding rule. The setup screen gives step-by-step instructions per provider — Gmail, Microsoft 365, and a generic path for everything else — and, importantly, it names the known obstacle for each provider rather than leaving you to discover it. Gmail's confirmation-code step for forwarding addresses is the usual one.
A connected mailbox is the fuller integration: Auralis connects to the mailbox itself rather than waiting to be forwarded to. Gmail is available now, through the standard OAuth flow. Outlook, Microsoft 365, Yahoo and generic IMAP are shown as coming soon — they are visible in the interface but not yet usable, so if you are on Microsoft 365 today the forwarding route is your option.
Once mail is arriving, an inbound message becomes a ticket with source email, and subsequent replies from the customer land on the existing ticket's timeline as inbound messages rather than opening a new one.
Sending
By default your replies go out through Auralis. To have them sent from your own domain — so that customers see your address and replies come back to you — configure a sending domain.
The flow is: enter the domain and the address you want to reply as, then ask for the DNS records. Auralis shows a table of records with host, type, value and current state, each with a copy button. You add those to your DNS, then press re-check.
Alongside the records, the page tracks the checks that determine whether your mail will actually be delivered rather than filed as spam: DKIM, which signs your messages; MAIL FROM, which aligns the envelope sender with your domain; DMARC, which tells receiving servers what to do with mail that fails those checks; and an overall sending check.
Two practical notes. DNS changes are not instant, so a record that shows as not yet verified a minute after you added it is usually just propagation — re-check rather than re-enter it. And configure sending before you announce a new support address to customers, because mail sent from an unaligned domain in the first week is exactly the mail that trains a spam filter against you.
Channels that cannot send
Not every channel supports outbound messages. On a ticket that arrived through such a channel, the composer replaces the reply and note tabs with an internal note only state, and offers a link to the setting that would fix it. This is deliberate: it is better to be told up front that a reply cannot leave than to write one and have it silently go nowhere.
Per-agent email
Separately from the workspace channel, each person can connect their own mailbox under Settings → Personal → My channels, confirming it with a code. This is what makes assigned tickets reach you in your own email rather than only in the Studio. It is a personal setting and does not affect how the workspace sends mail to customers.