Setting Up an Email Integration in SysAid Spaces

Email integrations in SysAid allow you to connect one or more mailboxes to your service desk.

You can create and manage multiple email integrations to support different mailboxes, use cases, or departments. Each integration can be configured independently, giving you full control over how emails are sent, received, and processed.

When setting up an integration, you decide whether it handles incoming emails, outgoing emails, or both. You can also define a default integration, which SysAid will use automatically for system-wide email communication.

Please note:
Make sure your network grants access to the cloud servers and the email domain you're using is whitelisted in your firewall. For more information, see Required network access.
If you’re a customer using SysAid Classic, see Email Integration Edit in SysAid Classic.

How it works

When creating a new email integration, you configure how SysAid connects to a specific mailbox and how that mailbox is used within the system.

The setup is divided into separate sections for Incoming Emails and Outgoing Emails. Each section can be enabled independently, depending on your needs.

Incoming Emails
When toggled on, SysAid connects to a mailbox to retrieve incoming messages. These emails can automatically create new service records or update existing ones based on the service record number in the subject line.
Additional settings allow you to control how emails are matched to records, update record statuses, and filter or ignore specific senders or subjects.
Outgoing Emails
When toffled on, SysAid uses the configured mailbox to send emails, including notifications, updates, and responses to End Users.
You define the SMTP settings, including server details, authentication, and message format.

Each section displays its relevant configuration fields only when toggled on, allowing you to tailor the integration to handle incoming emails, outgoing emails, or both.

If multiple email integrations are configured, you can select one as the default. This default integration is used for system-generated outgoing emails unless another integration is specified.

Field descriptions

The following tables describe the fields available when configuring an email integration.

Incoming Emails

Field name	Description
Protocol	Defines how SysAid connects to the mailbox. Typically, POP3 or OAuth-based connections, depending on your email provider.
Protocol	Defines how SysAid connects to the mailbox. Typically, POP3 or OAuth-based connections, depending on your email provider.
Server Address / URL	The incoming mail server address (for example, `pop.gmail.com`).
Encryption	Specifies the encryption method used for the connection (for example, SSL).
User / Domain user	The username used to access the mailbox. This may include the full email address or a domain-qualified username.
Password	The password for the mailbox
Advanced settings
Identify and update a service record based on the last service record number in the email subject line	Uses the last service record number (#) found in the subject line to match the email to an existing record.
Extend the search for numbers (#) to the email body in addition to the email's subject line	Allows SysAid to search the email body for a service record number if one is not found in the subject.
Change status to	Automatically updates the service record status when an email is received.
Unless the service record status is	Prevents status changes if the service record is already in one of the selected statuses.
Ignore emails from the following email addresses/domains	Prevents emails from specific senders or domains from being processed. Multiple entries can be separated by commas.
Ignore emails with subjects that include (regular expression)	Filters out emails based on subject patterns using regular expressions.
Whitelist emails from the following email addresses/domains	Allows only specified senders or domains to be processed. All others are ignored.

Outgoing Emails

Field name	Description
Protocol	Defines how SysAid sends emails. Typically SMTP.
Email address	The email address that will appear as the sender of outgoing emails.
SMTP host name	The address of the outgoing mail server (SMTP).
SMTP port	The port used to connect to the SMTP server (commonly 465 or 587).
Encryption	Specifies the encryption method used for sending emails (for example, SSL or TLS).
SMTP user	The username used to authenticate with the SMTP server.
SMTP password	The password used to authenticate with the SMTP server.
Encoding	Defines the character encoding used in outgoing emails (for example, UTF-8).
Content type	Specifies the format of the email content (for example, HTML or plain text).
Charset	Defines the character set used in the email content.
Test	Sends a test email using the configured settings to verify that the integration is working correctly.

Setting up an email integration

To set up email integration:

In SysAid, Go to Settings > Setup & Monitoring
> Setup > Email.
Click Create new.
Enter a name for your integration. This is the name that appears in the email address list whenever you send an email.
(Optional) Enter any description you'd like regarding this email profile.
If you want to set this email profile as your default email integration, check the Use as default email integration checkbox. You can use the default email account to send automatic notifications.
Toggle on the Incoming Emails or Outgoing Emails section, according to your use case. You can also set up both. Once toggled on, you’ll be able to configure the settings.
Click Apply.

To view all of your email integrations or to create a new email integration, see Email Integration list.