Documentation forSolarWinds Service Desk

Email settings

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An administrator establishes all settings related to the variety of emails sent from and received into SWSD via your company's account email settings.


Setup > Account > Email Settings.

Email dropbox

Your company's account has a default global email dropbox address that is used for all email communication. You can find your dropbox address at the top of the Email Settings page.

Example: (

You can send incidents directly to SWSD via an email sent to the dropbox address. If your company has an internal support email address, you can set up a forwarding rule on your email server to automatically forward all emails from your internal support address to the dropbox email address.

See also Category dropbox emails.

Reply email address

It is a best practice to enter a reply email address in the email settings when you have a forwarding rule set up. This ensures consistency in your correspondence. It also synchronizes the reply email to always reflect the same address in the TO field when someone is replying to SWSD email notifications. The reply email address is typically your internal support address.

Account Unique Code (not available to all customers as of 3/29/2022)

Contains a DNS TXT record you can use to prove ownership of domain names you would like to use in email addresses.

Your network access team needs to enter the code into your DNS record to prove ownership.

Using the unique account code helps you block unauthorized users from making unauthorized changes. After you use the code and make changes, you can generate a new code, preventing new changes from being made without verification.

Email Authentication (not yet active as of 3/2022)

When the email authentication toggle is set to On, you can set domain records to authenticate your domain Sender email and enable sending on behalf of your domain on the FROM address.

In addition, you can add custom domains (each additional domain needs to be verified).

Personalized email names

When the personalized email names toggle is set to On, emails originating from user actions, such as a reply or comment from an agent, will contain the agent's name and email in the From field.

SWSD uses the name and email addresses associated with the agent's user account.

Automatic notification emails that do not originate from a user action are not affected by this setting. The reply-to address is also unaffected by this setting.

Block failing SPF emails

Sender Policy Framework (SPF) is an email authentication method designed to detect emails originating from a forged address. SPF works by verifying emails coming into the server, ensuring each email is submitted via an IP address authorized by domain administrators. 

As SPF-protected domains are less likely to be blocked, legitimate emails are more likely to get through. 

When the block toggle is set to On, SWSD uses the SPF protocol to reduce spam by blocking unverified email senders.

Blocked and allowed addresses

You can adjust the setting for various email addresses and domains that create incidents and comments. To ensure tight security, SolarWinds recommends specifying your allowed domains.

If you are concerned about unintentionally blocking email domains by using this strict list of authorized domains, SolarWinds recommends leaving the allowed list open and using the blocked domains feature.

Protect your information with secure emails

All attachments related to any ITSM object (for example, incident, problem, change, or asset) are by default encrypted both at rest and in transit and are not delivered via emails when sent outside of SWSD. To keep all attachment files secure, emails with attachments sent by SWSD include links to the attachment files, rather than the attachments themselves.

You can use this setting to select whether you want:

  • To keep attachments more secure and require authentication to access them


  • To allow attachments to be attached to emails unencrypted

Related topics

Allow IP addresses

Category Dropbox Emails

Email section variables

Setup resources