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Rallied Tools is a small set of first-party tools that ship with every workspace and don’t require an external account. It’s on for every MSP by default; you only visit it if you want to change the sender your emails go out from, or if you disconnected it and want to turn it back on. Two tools live here today:
  • Send an email — the agent sends real email from your own address (e.g. support@yourmsp.com) when it needs to reach someone outside the ticket thread.
  • Check if a site or server is up — the agent tests whether a public URL or host:port is responding, to confirm an outage or verify that a fix landed.

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When to use “Send an email”

Use this for out-of-band communication the ticket channel can’t cover:
  • Notifying an end user by email when their PSA contact doesn’t reply through the ticket.
  • Alerting a technician or manager during an incident (e.g. “we’ve contained a compromised account”).
  • Operational notices — maintenance windows, follow-ups, confirmations.
Ticket replies still go through your PSA. This is for the moments when email is the right channel and there’s no ticket to reply to.
Never use this to send passwords or secrets. If the agent needs to share a credential, it uses Onetime Secret instead — the recipient gets a one-time link that self-destructs on view.

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How it looks to the recipient

The email arrives from the address you configured (or the Rallied platform sender if you haven’t configured one yet), with any Reply-To you set. The recipient sees a normal email, with nothing about Rallied in the “from” line unless you put it there. Each send is capped at 10 recipients across To, CC, and BCC. If the agent needs to reach more people than that, split them across sends or use the ticket channel.

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Configure your sender address

Until you set your own sender, the agent sends from a generic Rallied address. Point it at your own domain so emails look like they come from your MSP.
1

Open the Send email tool settings

In Rallied, go to MSP Settings → Approval settings, find Send an email, and open its settings.
2

Fill in your sender fields

  • From address — the address your emails send from (e.g. support@yourmsp.com). Must be on a domain you control.
  • From name — the display name that shows next to the address (e.g. Acme IT Support). Optional.
  • Reply-To address — where replies land if it’s not the same as the From address (e.g. helpdesk@yourmsp.com). Optional.
3

Save and add the DNS records shown

When you save, Rallied registers the sender’s domain with our email provider and shows the DNS records you need to add: SPF, DKIM, and (if applicable) DMARC entries. Copy each one into your DNS host.The dialog stays open on save on purpose: the DNS records are the next thing you need.
4

Verify the domain

Once the records have propagated, click Verify in the same dialog. The status flips from pending to verified when your DNS provider has published the records and our email provider can see them.Sends from an unverified domain fail with a clear error. The agent won’t silently fall back to a different sender.
Only the sender address is locked to what you configure. The From name can still be overridden per email (e.g. so a workflow can send as “Acme Onboarding” for onboarding notes and “Acme IT Support” for everything else).

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Approval settings

  • Send an email defaults to Needs approval on customer-facing sends. Public content (anything customer-visible) is blocked in Plan mode and only sends after a technician approves the exact body, the same as PSA replies.
  • Check if a site or server is up defaults to Auto-approve — it’s a read-only reachability check.
Flip either to Auto-approve or Disabled from the same Approval settings page.

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Disconnecting

Rallied Tools is auto-provisioned on every MSP. If you don’t want the agent using it at all:
  1. Go to MSP Settings → Integrations.
  2. Find Rallied Tools and click Disconnect.
Once disconnected, the agent stops sending email and stops using the reachability check. Auto-provisioning won’t turn it back on. Reconnect from the same page whenever you want it back.

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”Send an email” vs. Microsoft 365 “send mail”

These two do different things and both have their place:
  • Rallied Tools “Send an email” sends from your MSP’s address, through Rallied’s platform email provider. Use it for MSP-branded outreach that isn’t tied to a specific customer tenant.
  • Microsoft 365 “Send mail” sends from a mailbox in the customer’s tenant via Microsoft Graph. Use it when the message needs to come from the customer’s own domain (e.g. HR notifying their staff), or as part of a security-response workflow inside that tenant.

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See also