Allow external domains or individual senders to create Service Desk tickets by email

For email-originated tickets, configure the setting under Organization → Setup → Account → Email Settings. The Service Desk documentation identifies this control as the Allowed List, which supports both email addresses and domains. See Email settings.

1. Sign in to Service Desk with an administrator account.

2. Navigate to Organization → Setup → Account → Email Settings.

3. Under Allowed List, enable the list if it is not already enabled.

4. Choose the appropriate access level:

   • Allow everyone from a domain: Add the domain only, for example hse.ie or rcsi.com.

   • Allow specific individuals only: Add each sender’s complete email address, for example user@hse.ie, to the Allowed List. Do not add the entire domain if access should be restricted to named individuals.

5. Save the changes and have the permitted sender submit a new email to the Service Desk email dropbox.

Entry format requirements

• Enter domains as domain.com, without https://, a trailing slash, or the @ symbol.

• Do not include spaces in domain entries.

• Confirm that the sender’s address or domain is not present in the Blocked List or Suppression List.

The Allowed List controls which addresses and domains can create incidents and comments by email. If a bounce continues after the correct entry is added, review the Suppression List and email logs, and ask the organization’s Entra/Exchange administrator to verify forwarding, filtering, and inbound email authentication policies. For additional details, see Email settings.