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.

Incoming Emails

When Incoming Emails is enabled, SysAid connects to a mailbox using standard email protocols (such as POP3, IMAP, or OAuth-based connections) and processes incoming messages to create or update service records.

Additionally:

Service records can be created from emails sent by users who are not registered in SysAid
All incoming emails and replies are automatically logged within the relevant service record
Email Rules can be used to automatically assign and route service records based on the email’s content, sender, or address
Incoming emails can automatically trigger status changes on service records. You can also define conditions to prevent status updates for specific record states.

IMAP/POP3 integration

For IMAP and POP3 integrations, the mail server must be accessible from outside your network (for example, via open ports or port forwarding).

Common default ports include:

IMAP: 143 (unsecured), 993 (SSL)
POP3: 110 (unsecured), 995 (SSL)

SysAid uses the service record number (#XXX) in email subject lines to determine how to handle each email:

When SysAid sends an email, the subject includes the service record number (for example, Regarding Service Record #124). When a reply is received, SysAid scans the subject line for this number

If a matching service record is found, the service record is updated, and the email is added to the message log of that service record
If no match is found, a new service record is created based on the email content

As long as the service record number remains in the subject line, replies from End Users are automatically linked to the correct service record.

Limitations

Dedicated mailbox required: Emails are removed from the mailbox after being imported into SysAid. This mailbox should not be used for any other purpose.
No sending to integrated addresses: SysAid does not send emails to addresses configured as incoming integrations.
Emoji removal: Emojis are removed from emails before service records are created.
Duplicate prevention: SysAid compares incoming emails to recently processed emails and may prevent duplicate service records if the sender, subject, and body are identical.
Subject-dependent matching: Accurate matching depends on the service record number remaining in the email subject line. If it is removed or altered, a new service record may be created.
Edition limitations:
- Basic Edition: up to 2 incoming email integrations
- Full Edition: unlimited incoming email integrations

Setting up incoming emails

To set up an incoming 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 section.
Click Apply.

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

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

Field name	Description
Protocol	Defines how SysAid connects to the mailbox. Typically, POP3 or OAuth-based connections, depending on your email provider. OAuth 2.0 requires additional configuration for Microsoft 365 or Google. Please note: Microsoft is deprecating Basic Authentication in favor of OAuth 2.0. To ensure your email-to-ticket and outgoing email flows continue working, you must update your authentication method to OAuth 2.0 by March 1, 2026. This update is mandatory for any integration not currently using OAuth 2.0 that uses the following hostnames: office365.com outlook.com exchange.microsoft.com To learn how to switch to 0Auth 2.0, see Microsoft 365 Email Setup with OAuth 2.0 in SysAid.
Server Address / URL	The name of your mail server for incoming email. Please note: Microsoft is deprecating Basic Authentication in favor of OAuth 2.0. To ensure your email-to-ticket and outgoing email flows continue working, you must update your authentication method to OAuth 2.0 by March 1, 2026. This update is mandatory for any integration not currently using OAuth 2.0 that uses the following hostnames: office365.com outlook.com exchange.microsoft.com To learn how to switch to 0Auth 2.0, see Microsoft 365 Email Setup with OAuth 2.0 in SysAid.
Encryption	Specifies the encryption method used for the connection (for example, SSL). You can allow SysAid to receive emails using either SSL, TLS, or TLS 1.2 encryption if your incoming mail server supports them. Only visible in POP3 or IMAP protocols.
User / Domain user	The username for the email address you're using for incoming email integration.
Password	The password for the username.
Advanced settings
Identify and update a service record based on the last service record number in the email subject line	By default, SysAid connects incoming emails with the first service record # in their subject. When this is selected, SysAid updates the last service record in the subject if you check the new checkbox in the email integration form.
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. When this option is selected, SysAid also searches the body of incoming emails for numbers of already existing service records.
Change status to	SysAid routes the email replies on existing service records to the end user and any assigned admins, and changes the status of the service record to the status you specify here. You could, for example, use the status "User Responded" for this purpose. Please note: This feature interferes with the Route Email Correspondence With End User Through SysAid Server feature, configurable within Advanced Backward Compatibility settings, as any reply (from an end-user or administrator) changes the SR's status. Currently, the two features are not meant to be used simultaneously. If you are using the Route Email Correspondence feature, we recommend setting this value to "Do not change".
Unless the service record status is	Prevents status changes if the service record is already in one of the selected statuses. When a user replies to a service record that currently has a status listed here, SysAid does not change the status based on the above field. Example: If you have the "Closed" status listed here, then if a user replies to a service record with a status of "Closed," the status does not change. This is useful to avoid service records being reopened by the users after they have been closed.
Ignore emails from the following email addresses/domains	A blacklist of up to 20 email addresses and/or domains that will be ignored by incoming email integration in SysAid. Addresses and domains must be separated by a comma.
Ignore emails with subjects that include (regular expression)	Filters out emails based on subject patterns using regular expressions. This helps you to protect your email account from spam. Separate expressions using the pipe character: \|. Example: (Undelivered Mail Returned\|SPAM\|Out of office). Please note: This configuration is case-sensitive, if you want to make the letter case-insensitive and also Unicode, you can add (?iu) before each phrase. This will prevent having to enter multiple versions of the same phrase to account for different upper/lower case combinations. As an example: (?iu)(out of office)\|(?iu)(automatic reply)\|(?iu)(delivery failure)
Whitelist emails from the following email addresses/domains	Allows only specified senders or domains to be processed. All others are ignored.
Create new service records from emails with the same subject and body only when they’re sent by these users (can include email addresses and/or user names):	SysAid stores the last 1,000 emails in memory. If any new email matches one of those old emails exactly in all three of the sender, subject, and body fields, then it will not create a new service record. This is to prevent duplicate requests for emails sent multiple times. However, in some cases, the same email might intentionally be sent multiple times, such as a printer reporting low ink. Therefore, if this box is checked, emails sent from any email addresses or SysAid usernames entered into this field will always create new service records, even if the emails look like duplicates.
Forward ignored emails to	Insert the username(s) of the individual(s) who should receive the ignored emails. Please note: Do not insert a user with an email address that appears in your list of incoming email addresses. Make sure to use a user with a real email address.
Send a copy of the incoming emails to (for Enterprise editions only)	After SysAid has imported an email into SysAid using email integration, you can choose to have a copy of that email sent to an email address of your choice. Please note: Do not insert a user with an email address that appears in your list of incoming email addresses. Make sure to use a user with a real email address.

Outgoing Emails

Configuring outgoing email integration allows SysAid to send emails on behalf of your service desk and ensures that all communication is tracked and actionable.

With outgoing email integration, you can:

Track all communication in one place: Emails sent from service records are automatically saved in the message log, allowing administrators to review the full communication history at any time.
Send automatic notifications: SysAid can notify administrators and End Users when:
- A new service record is created
- A service record is updated
- Key details are changed
Stay informed about system activity: Enable notifications for monitoring events, software license changes, and reminders to receive timely updates about issues affecting your service desk.
Receive escalation alerts: Get notified when service records are escalated, ensuring that critical issues are addressed promptly.

Multiple outgoing email integrations

The number of outgoing email integrations depends on your edition:

Basic Edition: 1 outgoing email address
Full Edition: multiple outgoing email integrations

Using multiple outgoing email addresses allows you to separate communication by team or function. For example:

helpdesk@company.com for general support
maintenance@company.com for facilities or infrastructure requests

This helps route communication more clearly and maintain context for different types of service records.

Setting up outgoing emails

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 Outgoing Emails section.
Click Apply.

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

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

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.

Next steps

Once you have your email integrations set up, you can elevate them by using SysAid’s AI Emailbot.

To learn how the Emailbot works and how to enable it, see AI Emailbot.