General Settings¶
Global email settings that apply across all mailboxes and email processing in the platform.
Navigation
Configuration > Email > General Settings on the GRC-ITSM website navigation.
Outgoing Email Configuration¶
Controls how the platform sends outgoing emails (notifications, replies, and automated communications).
| Setting | Purpose |
|---|---|
| Send Method | Choose between SMTP or Azure Graph API for sending outgoing email |
| SMTP Configuration | Server host, port, authentication credentials, and TLS/SSL settings for SMTP delivery |
| Azure Graph API | Modern alternative using Microsoft Graph with OAuth2 authentication. Requires an Azure App Registration with Application ID, Tenant ID, and Client Secret |
| Default Outgoing Mailbox | Which mailbox is used as the "from" address for outgoing replies. Ensures replies come from the correct email address |
Email Processing Behavior¶
Controls how the platform handles incoming emails, threading, and common edge cases.
| Setting | Purpose |
|---|---|
| Email Threading | Controls how replies are grouped into existing tickets versus creating new tickets. Uses subject line matching and email headers to identify related messages |
| Out-of-Office Handling | Configurable behavior for auto-reply messages to prevent them from creating new tickets or updating existing ones |
| Email Loop Prevention | Dynamic email exclusions that prevent loops when using shared mailboxes or auto-forwarding rules |
| Cc and Bcc Configuration | Settings for including additional recipients on outgoing emails |
| Agent Forwarding | Options for forwarding emails to agents outside the platform |
Email Hashtags¶
Agents can trigger actions on tickets by including hashtag commands in emails they send to the platform, without needing to log into the UI. For example, an agent could include a hashtag to change a ticket's status or reassign it by replying to a ticket email with the appropriate command.
Signature Settings¶
Email signatures can be configured per mailbox or per agent, controlling the signature appended to outgoing communications.
Multi-Language Support¶
When "Allow multi-language email templates" is enabled, the platform can send emails in the recipient's preferred language, using translated versions of email templates. This is configured in General Settings and applies across all mailboxes.