Why It Matters
Email is often the first channel employees use to report issues. Converting incoming emails into tickets ensures no request falls through the cracks and prevents critical IT issues from getting trapped in a single agent’s personal inbox.
How to Set It Up
- Enable Forwarding: Navigate to the ITAM side of your account (Settings → ITSM) and locate the Email Forwarding section to generate your default system email address.
- Set Up the Rule: In your corporate email provider (like Exchange or Google Workspace), set up a forwarding rule so that emails sent to your shared IT inbox (e.g., support@yourcompany.com) route directly to your AssetSonar address.
- Control Privacy Options: By default, only recognized users already added to your system can create tickets via email to reduce spam. If you need to accept tickets from external vendors or new hires, adjust your privacy options to accept emails from everyone.
Next Steps
Send a test email from an external account to verify the forwarding rule successfully catches the message and converts it—along with any attachments—into a new ticket.
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