Mail Server settings

In order to use NetSupport ServiceDesk's email notification facility you must configure your Mail Server settings. NetSupport ServiceDesk supports POP3 and Microsoft 365 (Exchange online) mailboxes. Select the Admin tab and click the Settings icon in the toolbar.

Note: To allow NetSupport ServiceDesk to access a Microsoft 365 mailbox, you need to create an App registration in the Azure tenant that contains the mailboxes to be accessed. For further information on how to do this, refer to our technical document Creating the Azure App registration for NetSupport ServiceDesk email access.

Outgoing Email

Outgoing Mail Server

This is where you enable NetSupport ServiceDesk to send email notifications. Select the required Mail Server type from the drop-down list and enter the required information for the Mail Server.

Default Sender

Specify the default sender's contact details (name and email address). This could be a generic NetSupport ServiceDesk Administrator account or a specific person.

Send Email from Incident Options

If you prefer not to have a default address for sent emails, you can select the logged-on user details or state a specific address. A default subject can be entered if required.

When sending an email from an Incident, Problem or Change Request, you can choose to load an email template automatically. Select the required template to be used from the Default Template drop-down list.

Incoming Email

In order to manage incoming emails, you need to specify details of your Mail Server.

General

Enables you to check for incoming mail, process bounced and out of office automatic reply emails (by default, these are not processed and go directly to the Mail Center) and specify how often new mail is checked for.

Mailboxes

Support for multiple mailboxes is provided. Click Add to enter the mailbox details. Then, select the mailbox type from the drop-down list.

Microsoft 365 (Exchange online): Enter the Directory (tenant) ID, Application (client) ID, Client Secret (these are available from the App registration), the User Principle Name of the mailbox from Exchange online that you want to check for new unread emails and the name of the folder to check for unread emails.

If required, you can delete the email from the mailbox once it has been downloaded for processing in NetSupport ServiceDesk. You can also choose a folder that the email will be moved to after processing.

POP3: Enter the details of your POP3 Server, your user name, password and select the authentication type. If required, you can set the NetSupport ServiceDesk POP3 service to connect to the POP3 Server using an SSL connection.

Note: The default port for POP3 over SSL is 110. If this is not the same for your Mail Server, you should change the port setting.

Email Addresses

If required, you can choose to create a new user from just the name and email address of a new contact. Click Add and enter the email address that emails will be sent to. Ensure Automatically create contacts from emails sent to this address is selected and enter the company and department that the new contact will be assigned to.

Notes:

Specified email addresses must be linked to a mailbox.
To automatically assign items received from different mailboxes configured in NetSupport ServiceDesk to specific departments or Operators, you must create new incoming email rules under the Category Description section. For each new rule, you must ensure that the Where to look for data field is set to The To Address, and then link the address the email was sent to, to a specific category. The category chosen also needs to be configured, so it is assigned to your chosen department or Operator.

Click Save to confirm the changes.