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Email Integration

PSA converts inbound support emails into tickets and keeps the conversation threaded so clients can reply by email without logging into Portal. Outbound notifications keep clients informed of ticket progress.

Connecting Your Support Mailbox​

Set up email integration at Service Desk → Admin → Email Settings:

  1. Click + Add Email Domain
  2. Choose your email provider:
    • Microsoft 365 — OAuth connection via Microsoft Entra
    • Exchange — EWS or IMAP connection
    • IMAP — generic IMAP for other providers (Gmail, etc.)
  3. Authenticate and authorize PSA to read the mailbox
  4. Configure which queue incoming tickets should route to
  5. Test the connection

You can connect multiple email addresses (e.g., support@, helpdesk@, billing@) and route each to a different queue.

ℹ️

For Microsoft 365, PSA uses the Microsoft Entra OAuth flow. No passwords are stored — PSA holds a refresh token that's encrypted at rest in Azure Key Vault.

Automatic Ticket Creation​

When an email arrives at your support address:

  1. PSA checks the sender's email against existing contacts
  2. If a match is found, the ticket is associated with that contact and their client
  3. If no match, PSA creates the ticket with the sender's email and name (optionally creating a new contact)
  4. The email subject becomes the ticket subject
  5. The email body becomes the ticket description (HTML is converted to rich text)
  6. Attachments are added to the ticket (subject to size and file type limits)
  7. The ticket is placed in the configured default queue

Email Threading​

PSA uses standard email headers (In-Reply-To, References) and ticket number matching to thread replies:

  • When a client replies to a ticket notification email, the reply is added as a comment on the existing ticket
  • PSA also extracts ticket numbers from subject lines (e.g., [Ticket #ABC-1234]) as a fallback
  • If threading fails, a new ticket is created
💡

Ensure your outbound notification emails include the ticket number in the subject line. PSA does this by default, but if you customize the email template, keep the [Ticket #{{ticket_number}}] token in the subject.

Outbound Email Notifications​

PSA sends email notifications to clients for these events:

EventNotification
Ticket createdConfirmation email with ticket number and link
Technician repliesClient receives the reply content via email
Status changedNotification when ticket moves to Resolved or Closed
SLA breachOptional notification to the client

Technicians can also send ad-hoc emails from the ticket composer. Choose Reply (client-visible) vs. Internal Note (team only) to control what the client sees.

Email Signature Configuration​

Configure your team's email signature at Admin → Organization Settings → Email:

  • Set a default signature that appears on all outbound ticket emails
  • Include your company name, phone number, and support portal link
  • Signatures support HTML formatting

Individual technicians can override the default signature with a personal one in their profile settings.

Relay Integration​

For improved email deliverability, PSA integrates with The One Relay:

  • Relay handles DNS authentication (SPF, DKIM, DMARC) for your support domain
  • Bounce handling — Relay tracks bounced emails and flags invalid client email addresses
  • Delivery analytics — see open rates and delivery success in Relay's dashboard
⚠️

Without proper email authentication (SPF/DKIM), your ticket notification emails may land in clients' spam folders. Configure Relay or ensure your email domain has correct DNS records.

Spam and Filtering​

PSA includes basic filtering for inbound emails:

  • Blocked senders — maintain a blocklist of email addresses that should not create tickets
  • Auto-reply detection — out-of-office and auto-reply emails are detected and suppressed (not converted to tickets)
  • Attachment safety — executable file types (.exe, .bat, .ps1, etc.) are blocked

For advanced spam filtering, configure your email provider's spam settings before emails reach PSA.

Next Steps​