Why It Matters
Allowing employees to email their issues directly to the helpdesk removes friction from the support process. It ensures every request is automatically captured as a ticket—complete with the original body and attachments—without requiring users to log into a separate portal, preventing lost requests in personal inboxes.
How to Set It Up
- Access the Settings: Navigate to AssetSonar ITAM → Settings → ITSM and locate the Email Forwarding section.
- Enable Forwarding: Select the option to enable it so the system knows to start accepting incoming messages, then save your settings.
- Generate the Address: Once saved, the system will display a unique, dedicated forwarding email address.
- Configure Your Mail Server: Take this generated address and set up a forwarding rule in your corporate mail server (like Exchange or Google Workspace). This ensures any emails sent to your standard internal support address (e.g., it-help@yourcompany.com) are instantly routed into your workspace as new tickets.
Next Steps
Send a test email to your standard support address to verify the forwarding rule successfully catches it and converts it into a new ticket in your workspace. Once confirmed, you can use the Workflow Automation Engine to route these email-generated tickets to specific teams based on subject line keywords.
