# Establish control and accountability over every request

Seamlessly convert incoming emails into service desk tickets to ensure you never miss a single request

## Respond to and resolve tickets faster

![Convert incoming emails into trackable service desk tickets with ServiceDesk Plus](https://cdn.manageengine.com/sites/meweb/images/service-desk/automation/images/email-ticketing-system.png)

- Convert incoming emails into tickets and automatically categorize, prioritize, and route them to the right technicians.
- Save resources and technician time by ensuring only genuine, actionable inquiries become tickets.
- Process a high volume of tickets efficiently, preventing infrastructure bottlenecks and preserving operations.
- Automatically extract email details to populate ticket fields, ensuring tickets are prescreened for faster resolution.

## Guaranteed ticket creation and data capture

Select between a custom mail server setting model or ServiceDesk Plus' native mailbox generated for your enterprise to help convert incoming emails into tickets and ensure your service desk never misses a single request.

![ServiceDesk Plus and custom mailbox options to convert mails to tickets](https://cdn.manageengine.com/sites/meweb/images/service-desk/automation/images/convert-mail-to-tickets-in-servicedesk-plus.png)

![Mail server configuration settings for incoming and outgoing email in an email ticketing system](https://cdn.manageengine.com/sites/meweb/images/service-desk/automation/images/mail-server-configuration-service-desk.png)

## Enable teams to receive and track incoming requests via a dedicated group email alias

Create and verify an email alias for your team to receive notifications of incoming requests assigned to the group via email.

![Receiving and tracking assigned ticket requests through ServiceDesk Plus](https://cdn.manageengine.com/sites/meweb/images/service-desk/automation/images/receive-and-track-email-requests.png)

## Exclude spam emails and response emails from ticket conversion

Create filters for incoming emails like spam and post-ticket closure responses to the help desk to prevent them from being converted into fresh tickets.

![Spam and response filtering to prevent unwanted ticket creation](https://cdn.manageengine.com/sites/meweb/images/service-desk/automation/images/spam-filter-request-screening.png)

## Access your mailbox from within your ServiceDesk Plus instance

Access your service desk's inbox, sent mails, trash, filtered, and spam emails from within the ServiceDesk Plus UI.

![Unified inbox, sent, trash, and spam views inside an unified service management platform](https://cdn.manageengine.com/sites/meweb/images/service-desk/automation/images/mailbox-access-service-desk-ui.png)

## Parse incoming emails and set various request fields automatically

Present the right context by automating the parsing of incoming emails into specific ticket fields, eliminating the need for manual entry. Technicians can also share ticket details by sending formatted emails with variables, saving technicians precious time.

![Email parser mapping incoming request details into ticket fields in an email ticketing tool](https://cdn.manageengine.com/sites/meweb/images/service-desk/automation/images/email-parsing-request-fields.png)

## Other AI capabilities you might be interested in

### [Business rules](https://www.manageengine.com/products/service-desk/automation/business-rules.html)

Route, assign, and notify on all incoming requests, automating critical tasks based on preset conditions.

### [Technician auto-assign](https://www.manageengine.com/products/service-desk/automation/assign-tickets-load-balancing.html)

Route the technicians with the necessary expertise to incoming tickets using methods like round-robin, load balancing, and Zia's predictive intelligence.

### [Request life cycle](https://www.manageengine.com/products/service-desk/automation/request-life-cycle-rlc.html)

Standardize the request resolution process and automate manual and repetitive tasks ranging from requesting approvals to running complex scripts.

### [SLA](https://www.manageengine.com/products/service-desk/automation/sla-management.html)

Establish a clear expectation and outline of the service delivered, including metrics like response times.

## Frequently asked questions

### 1. How do emails to the support mailbox get automatically converted into tickets in the ITSM platform?

To convert incoming emails into requests, you first need to set up a mailbox. ServiceDesk Plus then automatically creates and assigns a unique email address to this mailbox. Once activated, the system will use its mail fetching feature to automatically convert incoming emails into new requests or conversations within an existing request.

### 2. How does ServiceDesk Plus classify and prioritize tickets created from emails?

SDAdmins can enable and configure email commands to classify tickets by default. This involves defining a subject marker, such as `@SDP@`, and command delimiters, such as `@@`, `##`, and so on. Once configured, the system scans incoming emails for these syntaxes (like `@SDP@Category=Network@@`) and automatically populates the corresponding ticket fields.

### 3. What happens to spam and irrelevant emails?

ServiceDesk Plus uses a built-in spam filter to keep your help desk clean. It automatically filters out unwanted messages, such as spam, junk mail, out-of-office replies, and delivery failure notifications. Admins can configure rules using criteria such as the sender's email or specific subject line keywords to ensure only applicable issues are converted into tickets.