Email channels

An email channel connects a real mailbox — Microsoft 365, Gmail, or any IMAP server — to ServiceOps:

• A new email becomes a new ticket: subject → title, body → description, sender → requester.
• A reply in an existing conversation becomes a comment on the existing ticket, attributed to its sender.
• Attachments on either follow along.

Supported providers

Provider	Detection
Microsoft 365 / Exchange Online	Real push notifications from Microsoft Graph
Gmail / Google Workspace	Gmail push via your own Cloud Pub/Sub topic
Generic IMAP	IMAP IDLE where supported, with an always-on polling backstop

Your mailbox stays yours: Microsoft and Google connections use your own app registration in your own tenant — never a ServiceOps-wide application — and credentials are stored encrypted, never shown again after saving.

Connect a mailbox

1. Open Settings → Email channels and choose Connect a mailbox.
2. Pick your provider and follow its guide: Microsoft 365, Gmail, IMAP.
3. For Microsoft and Gmail you sign in and consent at your provider, then return to ServiceOps automatically. For IMAP, test the connection from the wizard.

Result: the channel’s card shows Connected. Send a test email — it appears as a ticket within moments.

Per-channel controls

Each channel’s card has toggles: create new tickets, process replies, process attachments, and an overall enable/disable. Collection rules let you refine what is ingested.

Reliability guarantees

• No double processing — a redelivered notification or retried job can never create a duplicate ticket or comment; every message is checked against a per-channel ledger first.
• No mail loops — ServiceOps tags its own outgoing email and recognizes it coming back (some mailboxes copy sent mail into the inbox); it is ignored, not ticketed.
• No history import — connecting a mailbox starts from now: existing mail is not ingested, only what arrives after.
• Attachment safety — files over 25 MB and executable types (.exe, .js, .ps1…) are skipped, without failing the email they came on.

How replies find their ticket

ServiceOps threads by the email’s real threading headers first (In-Reply-To, References), then by its own ticket marker, then — as a validated last resort — a ticket code like [INC-000123] in the subject. The subject text alone is never the primary mechanism, so an edited subject does not detach a conversation. Details and edge cases: Troubleshooting.