---
title: "SysAid Email Integration Best Practices"
slug: "sysaid-email-integration-best-practices"
updated: 2025-06-19T08:40:13Z
published: 2025-06-19T08:40:13Z
canonical: "documentation.sysaid.com/sysaid-email-integration-best-practices"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.