Email sending

Every email ServiceOps sends on your behalf — ticket notifications, agent replies, AI answers, reports, invitations — goes out through the sending method your organization configures. Three options exist, and ServiceOps resolves them in this order:

1. Microsoft 365 (Graph) — sends through a connected Microsoft 365 mailbox. Replies land in its Sent Items; deliverability follows your Microsoft tenant’s reputation.
2. Gmail / Google Workspace — same idea through a connected Gmail mailbox.
3. Your own SMTP server — classic host/port/credentials configuration.

If none is configured, the platform’s own sender is used, so email always works out of the box — but it then carries the platform identity rather than yours.

Send through a connected mailbox (recommended)

If you already connected a mailbox as an email channel, you can reuse it for sending — one mailbox, one identity, both directions:

1. Open Organization → Settings → Email.
2. Choose the connected channel as your sending method. If the channel’s authorization does not yet include the “send” permission, ServiceOps walks you through granting it (one consent screen at your provider).
3. Send the built-in test email.

Result: the test message arrives from your mailbox’s address, and the channel shows send-capable. A channel in an error state is never used for sending — ServiceOps falls back rather than failing silently.

Send through SMTP

1. Open Organization → Settings → Email and choose SMTP.
2. Enter host, port, security (TLS/STARTTLS), username and password, and the From address.
3. Send the test email.

Caution

Use a dedicated mailbox or sending identity, not a personal account. If your provider supports app passwords, use one instead of the account password.

Which identity do recipients see?

The From name is your AI agent’s display name for agent emails, and your organization’s name for notifications. The From address is the connected mailbox or your SMTP identity. Password-reset emails deliberately use the platform sender: they are an account-level action that must work even when an organization’s email is misconfigured.