Native Mail Service
For detailed configuration steps, please refer to our help guide.
1. What alternatives are available for email fetching, given the frequent outages and slow fetching time with third-party mail providers?
"ServiceDesk Plus Cloud Native Mail Service - https://help.sdpondemand.com/native-email-service"
- The native email service in ServiceDesk Plus Cloud provides an extra layer of security by keeping the email server accessible only within the platform.
- Your private email server is not exposed to the internet, eliminating the need for additional configurations like IP whitelisting or firewall exceptions.
- Emails are sent using standard protocols, and the conversion to requests is faster, as emails are processed immediately upon receipt instead of through periodic polling.
2. What are the advantages of using the SDP Cloud mailbox?
1. The email server used by the native email service is accessible only within ServiceDesk Plus Cloud, which provides an additional layer of security.
2. Your private email server is not exposed to the internet.
3. No additional configurations like whitelisting IP addresses in the firewall to send or receive emails are required.
4. No need to configure exceptions to the firewall rules. Emails will be sent to ServiceDesk Plus Cloud using standard email protocols.
5. Conversion of emails to requests is faster as emails are processed as and when they are received in ServiceDesk Plus Cloud instead of polling the email server periodically.
2. Your private email server is not exposed to the internet.
3. No additional configurations like whitelisting IP addresses in the firewall to send or receive emails are required.
4. No need to configure exceptions to the firewall rules. Emails will be sent to ServiceDesk Plus Cloud using standard email protocols.
5. Conversion of emails to requests is faster as emails are processed as and when they are received in ServiceDesk Plus Cloud instead of polling the email server periodically.
3. Why are emails filtered into a separate "Filtered" folder when no mail filter has been configured?
The following emails are filtered:
- Notification and automated emails sent by the application if there is an attempt to fetch emails sent by the application with the helpdesk address in CC.
- Emails filtered by the mail filter.
- If the "Accept emails from unknown users" option is disabled, emails from unknown users will not be processed and will be marked as filtered.
All received emails are moved to the trash once processed. Filtered emails are tagged accordingly and can be viewed in both the filtered and trash sections.
4. What security measures are followed in the Native Mail Service?
ServiceDesk Plus Cloud mail service provides a multi-layered security approach with safety measures enforced at various levels. Detailed information can be found here, https://help.sdpondemand.com/native-email-service$security-measures.
5. Can the support address of the Native Mail service be customized to prevent end users from viewing it?
No, the default support address in the Native Mail service cannot be customized. However, you can use your existing support address and set up a forwarding rule to the Native Mail address to meet this requirement.
6. Does the Native Mail service comply with the DMARC Protocol?
Yes, the Native Mail service in ServiceDesk Plus Cloud enforces the DMARC protocol, which helps prevent malware, phishing attacks, email spoofing, and brand abuse. This is achieved by enforcing DKIM (DomainKeys Identified Mail) and SPF (Sender Policy Framework).
- SPF prevents email spoofing by authenticating the server that can send email on your behalf.
- DKIM ensures that the content of the email is not tampered with.
6. Can I reply from a custom email address instead of the support address provided by the Native Mail service?
Yes, you can use the Native Mail service in ServiceDesk Plus Cloud alongside a custom domain email address. This can be achieved by adding and verifying a custom domain address in Mail Address page and setting up SPF and DKIM authentication, then configuring the Reply-To address or Tech Group Sender Address based on your case.. For more details, visit https://help.sdpondemand.com/native-email-service$use-native-email-custom-domain.
7. Why are some legitimate emails being marked as spam?
We have a spam classification mechanism on our end that checks whether a mail is spam or not based on several criteria such as sender reputation, authentication, and other suspicious patterns.
To avoid spam, please ensure that a mail is properly formatted and does contain unsubscribed link.
The mail can also be marked as spam when a mail is forwarded many times or it has too many attachments.
Also, there should not be misleading subject line (e;g don’t start your subject lines with “RE” or "FWD" unless you’re actually replying to or forwarding something)
The mail can also be marked as spam when a mail is forwarded many times or it has too many attachments.
Also, there should not be misleading subject line (e;g don’t start your subject lines with “RE” or "FWD" unless you’re actually replying to or forwarding something)
8. I am getting "Mail sending limit exceeded" error message when trying to reply from SDP Cloud.
Trial users will be able to send only 100 mails per day and free users can send 1000 mails per day.
9. We notice some emails are being rejected by the DMARC policy. What should we do to resolve this?
When using the SDP Native Mailbox, emails are validated based on SPF and DKIM records. If there is any mismatch or modification in the email content while fetching, it may result in DMARC check failure. Additionally, failures can also occur due to the sender’s DMARC policy settings.
To prevent such failures, it is recommended to send emails with an ARC signature, which helps mitigate DMARC-related issues.
If multiple end users from different domains are involved, the validation process can become more complex, as configuring SPF and DMARC for each domain may not be feasible. In such cases, if a customer prefers to disable the DMARC check, they may need to explore available configurations within SDP Cloud or adjust their mail server settings accordingly., please contact our support team at servicedeskplus-cloud-support@manageengine.com, and we will handle the request from our backend.
SPF prevents email spoofing by authenticating the server that can send email on your behalf.
DKIM ensures that the content of the email is not tampered with.
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