Documentation forSolarWinds Service Desk

Email settings

On this page


In SolarWinds Service Desk (SWSD) an administrator establishes all settings related to the variety of emails sent from and received into SWSD via your company's account email settings.


ITSM customers ESM customers
Setup > Account >Email settings Organization (or Service Provider) > 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. When an incident is submitted via email, an incident ticket is automatically created.

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

In order to use your domain in the reply email address, you need to set up SPF, DKIM, and DMARC. See Allow IP Addresses for more information.

It is 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.

Personalized email names

When the personalized email names toggle is set to On, emails originating from user actions, such as a reply or Incident index table 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.

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.

Allowed List

Click the toggle to On to create a list of allowed addresses and domains*.

Blocked List

Click the toggle to On to create a list of blocked addresses and domains*.

*When adding domains, do not include the at sign (@). For example, enter instead of

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 an attachment option:

  • Keep attachments more secure and require authentication to access them.

  • Allow attachments to be attached to emails unencrypted.

Related topics