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We are preparing to roll out the SSP to our customers.  We would like to turn off the Email Integration so that they can only submit & respond to tickets through the portal to the service desk ticket.  Does SysAid have the ability to do this?

Thanks,

Christine

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Hello ​@Christine 

Thanks for your question.

Yes, you can disable the incoming email integration.

To do this, go to SysAid Settings → Integration → Email.
Click on the email account used for integration, then go to the Incoming Email tab.
There, simply uncheck the option "Enable incoming email."

Once it's unchecked, emails will no longer create tickets.

Laur,

Thank you!  From question asked by someone else I believe that the SSP does not give the end-user the ability to receive and send messages.  Is that correct?

Christine

Laur,

Thank you!  From question asked by someone else I believe that the SSP does not give the end-user the ability to receive and send messages.  Is that correct?

Christine

Sorry for the late reply.

You're right—SSP doesn’t have a built-in messaging feature.

However, users can leave updates on tickets by adding notes. You can also set it so that when a note is added, the ticket status changes automatically.

You can do this from: Self-Service Portal > General Settings
Look for:
“When end users add a note or attachment to a request/incident, change its status to:” and choose the status you want.

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