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Email settings control how MSPortal emails look, who they come from, and where reports can be forwarded to be imported. This page is for MSP staff. The page has three tabs: Email Templates, Sending Domain and Receiving.

Before you start

  • Open Settings > Email. You need Email settings access. Read access lets you view and preview. Write access lets you create, edit, duplicate and set default templates. Manage access is also needed to delete templates and to change the sending domain. Turning receiving addresses on or off and regenerating them needs Write access to Reporting.
  • To use a custom sender address, you need to edit DNS records for your domain.
  • Opening this page creates receiving addresses for any company that does not have one yet.
Email settings separates templates, sender verification and receiving addresses.

Email settings separates templates, sender verification and receiving addresses.

Create an email template

1

Open Email Templates

Go to Settings > Email and stay on the Email Templates tab. The table shows each template’s Name, Category, Used when, Recipients, Subject and Status.
2

Click Create Template

Click Create Template. The Create Email Template dialog opens.
3

Choose the category and name

Pick a Category. It decides which variables are available and cannot be changed later. Enter a Template Name.
4

Set the options

Turn on Set as default template to make this the template used for that category. Turn on Use dark theme email wrapper to wrap the email in the MSPortal dark theme. With it off, your content is sent as designed.
5

Write the subject and content

Enter the Subject Line. Design the body under Email Content (HTML). In Available Variables, click a variable to insert it at your cursor in the subject, HTML or plain text. Add a Plain Text Version (Optional) for mail clients that cannot show HTML. Use Insert Company Logo to add your logo. Upload it in your branding settings first.
6

Save

Click Create Template. A toast says Template created successfully.
Template categories include Survey, Invitation, Onboarding Email, Onboarding Invitation, Meeting, the meeting booking categories, the approval email categories, Report, Training Reminder, Project Action & Decision, Ticket Fallback and Emergency Broadcast. The Used when and Recipients columns say when each is sent. When manager ticket notices are available to your organization, a Manager Ticket Notice category is listed too. It is the email the Manager notices rule on Settings > Tickets > Approvals sends. Its default copy is the email managers get today, in the recipient’s language. Its variables include {{manager_name}}, {{requester_name}}, {{company_name}}, {{ticket_title}}, {{ticket_number}}, {{ticket_url}}, {{ticket_link}} and {{tenant_name}}. {{ticket_link}} is a View the ticket in MSPortal button for managers who can sign in and is left out for everyone else, so prefer it to {{ticket_url}}. For an Onboarding Invitation template, keep the {{portal_url}} variable. MSPortal will not save the template without it.

Customize approval emails

Every approval email MSPortal sends for you has its own category. Without a default template for a category, MSPortal sends its built-in email in each recipient’s language. Once you set a default template, that template is sent instead, as you wrote it. When you create a template in one of these categories, the editor starts from the built-in wording with variables in place. Each category lists its own variables, such as {{recipient_name}}, {{company_name}}, {{tenant_name}}, the request or budget title, and request details. Keep the {{approval_url}} variable. It is the link people use to open the request and approve or reject it. MSPortal will not save an approval template without it. If a saved template ever lacks it, MSPortal adds the built-in button with the link to the email. Set the template as the default for its category to start using it. To go back to the built-in email, delete the template or turn off its default. In-app notifications keep their built-in wording.
If a saved approval template cannot be loaded or filled in, MSPortal sends the built-in email for that message, so approvals are never held up.

Edit, preview and manage templates

Open the … menu on a template row.

Set up a custom sending domain

By default MSPortal sends from its own domain. A custom domain lets emails come from an address such as support@yourdomain.com. For the full walkthrough, see Set up a sending domain. Adding, verifying, refreshing and removing the domain, and saving Default From Address, need Manage access to Email settings. Roles with Read or Write access see the domain, its status, its sending region and its DNS records, with the note Only roles with Manage access to Email settings can change the sending domain.
1

Open Sending Domain

Go to Settings > Email and click Sending Domain.
2

Add the domain

Under Custom Sending Domain, enter your Domain Name and click Add Domain. You can have one sending domain. Remove it before you add another.
3

Copy the DNS records

The DNS Records Required table lists each record’s Type, Name, Value, Priority, TTL and Status. Copy each Name and Value exactly as shown and add them at your DNS provider. Do not copy generic examples.One row is a CNAME labelled Return-Path for Resend Forge, for example rsend pointing to send.forge.rmta.net. The box above the table shows the full Custom Return-Path host, such as rsend.yourdomain.com. This record sends your email through Resend Forge, the email service’s own sending infrastructure, which improves deliverability. Add it with the other records. On Cloudflare, set it to DNS only (gray cloud), because a proxied record does not verify.
4

Check verification

After your DNS changes spread, click Check Verification. The status badge shows Pending DNS, Verifying, Verified or Failed. Pending means the records are not found yet. Refresh Status gets the latest result.
5

Save the From address

Once the status is Verified, enter an address on your domain in Default From Address, then save it. The address must use the verified domain. A toast says Default from address updated.
DNS changes usually finish within minutes but can take up to 48 hours.

Move a verified domain to Resend Forge

A domain verified before Resend Forge was available may show Verified. Add the Resend Forge record below to improve deliverability. and a Move to Resend Forge panel under your sender addresses.
1

Copy the Forge record

The panel shows the Custom Return-Path, such as rsend.yourdomain.com, and one CNAME record, such as rsend pointing to send.forge.rmta.net. Add that CNAME at your DNS provider. Keep your existing DNS records.
2

Check the record

Click Check Verification. Until the record verifies, your domain keeps sending as usual. Once it verifies, the panel goes away and the status reads Verified on (date). Resend Forge record verified. Resend then moves your email onto Forge gradually.
To remove the domain, click Remove and confirm Remove Domain. MSPortal stops sending from it and goes back to the default sender. You must verify again to re-add it. Removing it does not delete your DNS records. Delete those at your DNS provider. Adding, verifying, refreshing and removing the domain, and saving Default From Address, need Manage access to Email in the user’s role. Roles with Read or Write access to Email see the domain, its status and its DNS records, with a note that changing the domain needs Manage.

Manage receiving addresses

Every company has its own email address for importing reports from RMM, backup and security tools. Forward a report to a company’s address and MSPortal imports its attachments. See email imports. These addresses are not mailboxes. An address stays the same until you regenerate it, so renaming a company does not change it. New addresses end in a random 13-character code, so nobody can guess one from the company name. Keep each address private, because anyone who has it can send files to that company. Each sender can file up to 60 messages an hour to one address, and each address accepts up to 300 messages an hour in total. MSPortal drops the extras without a bounce.
1

Open Receiving

Go to Settings > Email and click Receiving. The table lists each Company, its Email Address and Status.
2

Copy an address

Click Copy address next to the company. To get the whole list, click Export CSV. Share the file only with people who set up imports.
3

Turn an address on or off

Click Activate address or Deactivate address. It saves at once. A toast confirms.
4

Regenerate an address (only if needed)

Click Regenerate address on a row, read the warning and click Regenerate. The company gets a new address with a new random ending, and the old address stops working at once. Update every forwarding rule that used it. Regenerate an address that may have been shared.
5

Regenerate every address (rare)

Click Regenerate All, read the warning and click Regenerate All. Every company gets a new random address, and every old address stops working at once. The toast says N addresses regenerated, or N regenerated, M failed when some could not be changed.
These controls need Write access to Reporting in the user’s role, because the addresses feed report email imports. If a regenerate fails partway, reload the list and look at the current addresses before you try again. Addresses created before this change keep their old form, without the random ending, until you regenerate them.

Troubleshooting

Frequently asked questions

Yes. Duplicate saves a copy at once, named with (Copy). Editing the copy is a separate save.
No. Preview only shows how the template looks.
No. Each category has its own default.
No. The address stays the same until you regenerate it.
No. Activate and Deactivate save at once.
No. Create a new template in the right category.
Your role needs Email settings access. Ask an administrator.