Guide to the Basics
The Email Settings menu allows you to setup and customize your email dropbox settings and adjust preferences for allowed and blocked domains.
For each of our customers, we provide an email dropbox which allows you to automatically create tickets in Samanage when your team receives an email. You can simply set a forwarding rule on your email server to forward the support address you currently use to our dropbox (which should look like email@example.com) and ticket will be automatically populated within your Samanage account. These tickets will not receive a category or subcategory.
Reply Email Address
If you are forwarding a customized support address to your Samanage email dropbox, we advise you to enter the same address in the reply email address box. This reply email address will be used for all emails sent from your Samanage service desk to your Requesters.
* This email address typically matches your support email address.
Personalized Email Names
If you wish to have personalized email names appear in the emails from your Samanage account, you can turn on the following option to do so.
Blocked and Allowed Domains
This section allow you to define blocked and allowed email addresses and domains. If you have email addresses or domains that you wish to ignore you can add them by clicking “+ New Address”. Any email received from the blacklist will be ignored and no incident or comment will be added. You also have the option to toggle each of these options to an “on” or “off” state.
* For better deliverability, add our mail server IP to your whitelist (IP is 18.104.22.168).
Have a question or found some issue? We would love to hear from you!