Mail Box
Mail box contains all emails sent and received by the application. You can use this mail box irrespective of the type of email service configured (native service or third-party) in the mail server settings.
To access the mail box, go to Setup > Mail Settings > Mail Box.
Role Required: SDAdmin
Inbox
All inbound emails are first received in the Inbox. Once processed, the emails will be moved to Trash automatically. If the processing fails, the emails will be retained in the Inbox. You can perform the following actions under this tab:
- Delete emails: To delete emails from the inbox, select the emails, click Delete Mail, and confirm your action.
- Process emails as requests: To initiate processing emails as requests/conversations manually, select the emails, and click Process Mail.
Sent
Under this tab, you can access all outbound emails. You can also delete emails. To do this, select the emails, click Delete Mail, and confirm your action.
Trash
Trash holds both processed emails and all deleted emails. You can also process emails in Trash as requests/conversations. To do this, select the emails, and click Process Mail.
Filtered
Under this section, you can view all emails that have been filtered by custom mail filter criteria and emails that have been blocked by the Incoming Settings in Mail Server Settings.
You can perform the following actions on the filtered emails:
- Delete emails: To delete emails, select them, click Delete Mail, and confirm your action.
- Process emails as requests: To process emails as requests/conversations, select the emails using the check boxes and click Process Mail.
Before processing filtered emails, ensure you update the mail filter conditions to avoid re-filtering the processed emails.You can manage filter criteria under Setup > Mail Settings > Mail Filter.
Spam
Here, you can access all emails marked as spam by the spam identification algorithm used by the native email service. You can also perform the following actions:
- Delete emails: To delete emails from spam, select the emails, click Delete Mail, and confirm your action.
- Process emails as requests: To process emails as requests/conversations, select the emails, and click Process Mail. Processed emails will be moved to Trash automatically.
- Mark as not spam: To mark as not spam, select the emails, and click Mark as not spam.
Emails older than 30 days in the Spam tab will be deleted automatically.
Related Articles
Mail Addresses
In Mail Addresses, you can add, verify, and manage email addresses to use as the sender's email address or store group email addresses. Role Required: SDAdmin Adding and Verifying Email Addresses To add and verify custom emails, Go to Setup > Mail ...Mail Server Settings
ServiceDesk Plus MSP Cloud allows you to set up email configurations for receiving emails directed to the IT support team and sending notifications/responses to technicians, requesters, and vendors. You configure mail server settings for incoming and ...Mail Filter
Mail Filter prevents unwanted emails from being converted into requests in ServiceDesk Plus MSP Cloud. Using mail filter, you can block unnecessary or spam emails. You can configure rules to identify and filter out spam emails. Emails that match the ...Add Notes in Requests
Technicians can add notes in requests to capture additional details or technical information about a specific request. Role Required: SDAdmin, Technicians with Add Request permission, Requesters of the request To add a note to a request, Go to the ...Technician Groups
Classify technicians into groups so that incoming requests are categorized and distributed to technicians based on their expertise. By configuring group emails, you can manage multiple groups with specific email addresses. For example, ...