ServiceDesk can accept new incidents or updates to current incidents through inbound email. ServiceDesk monitors the appropriate inbox for all new, unread emails and processes them by creating incidents or routing them to the support team for classification. This email process relies on an automatically-generated reply code to link the email correspondence to an incident. The support workers do not have to check an Inbox because the email correspondence is added to the incident's history.

By default, the email monitoring process can also add the contents of the email responses to a process ticket. The recipient of the email can send a reply that contains the requested information. The monitoring process reads the reply code that is associated with the email. The process adds the email contents to the appropriate process history and creates a task for the process worker.

See About the creation of incidents from emails.

The mailbox and other email settings are configured during the installation of the ServiceDesk application software. If necessary, you can change these settings on the Application Properties page, below the Service Desk Settings link. The Application Properties page is available from the Admin menu.

See Commands on the Admin menu.

The default monitoring process is ready to use. However, you can customize it in several ways to meet your organization's requirements.

For more information about configuring email and customizing projects, see the ServiceDesk Customization Guide and the Workflow Solution User Guide.