Once you enter the email settings section of the setup menu, you notice a few options. The first of which is for the dropbox which will automatically be generated for you based on your account name. You can keep your current support email that all of your end users know and use already by setting up a forwarding rule to the new dropbox in our system. This will allow all emails that are sent to that old support email address to be forwarded and be created as incidents in the system.
The next section is called "Reply Email Address" and in here you will want to enter the address you would like your end users to see. This will be the address associated with email that comes from our system, for things like notifications or automated responses. Typically you will want this to be the same as your support email address but you can adjust it if need be.
In the "Personalized Email Names" section you can choose to have technician information associated to tickets which just adds that extra degree of personalization. This means that the ticket responses will have the technicians name instead of saying it's from your service desk.
Lastly you will see the section for "Blocked and Allowed Addresses." In the allowed addresses you will want to enter the email domains that you would like for Samanage to recognize. The blocked addresses is where you will want to enter email address or domains that you would not like to register in Samanage. This is a good way to stop spam or anything of the sort from creating tickets in the system.
For more information about Email Settings, please see the video below: