Integrating email with SysAid is essential for streamlining communication and automating ticket creation. This guide outlines best practices to ensure a smooth and efficient email setup, helping you avoid common pitfalls, improve ticket handling, and optimize your overall ITSM workflow.
Best Practices
It is recommended to use a dedicated user mailbox for SysAid email integration. This ensures that SysAid can authenticate, retrieve emails, and process them into tickets without any issues.
A dedicated mailbox also allows for better tracking and management of emails related to service records.
Enabling email integration will convert all inbox items into tickets, ensure you use an empty inbox email address, preferably a new standalone email address
Shared Mailbox Limitations
SysAid requires a dedicated, licensed mailbox for email integration. Shared mailboxes are not supported because they lack the necessary user credentials and permissions required for SysAid to process emails effectively.
Shared mailboxes do not have a unique login, which is essential for SysAid to authenticate and retrieve emails.
Distribution List Limitation
Distribution lists are designed to forward emails to multiple recipients but do not have an actual inbox. SysAid needs access to an inbox to retrieve and process emails into tickets.
Since distribution lists do not store emails, SysAid cannot access or convert them into service records.