SysAid Email Integration Best Practices

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.