Gmail / Google Workspace Integration

Alloy Software + Gmail / Google Workspace

Alloy Navigator connects with Google Mail in two ways. Incoming messages sent to monitored Google Workspace mailboxes can create tickets, change requests, documents, or other Alloy Navigator items, while follow-up emails in the same thread can update the existing item as an activity. Alloy Navigator can also send workflow notifications to users through Google Mail.

What is Gmail / Google Workspace?

Gmail is Google’s email service, and Google Workspace is Google’s productivity suite for business email, collaboration, calendars, documents, and user accounts.

Incoming email processing in ITSM/ITAM

Use this scenario when service emails sent to Gmail or Google Workspace mailboxes need to create or update tickets or other ITSM/ITAM items.

Key use cases

• Monitor one or more Google Workspace service mailboxes.
• Create tickets, change requests, documents, or other Alloy Navigator items from incoming messages.
• Update existing Alloy Navigator items from follow-up emails in the same thread.
• Add user replies to tickets or other items as activities.
• Use workflow logic to control how emails are processed.

How to enable incoming email processing

Configure monitored Gmail or Google Workspace mailboxes for Alloy Navigator so incoming service email can create and update the right ITSM/ITAM items. See the Alloy Navigator documentation: Configuring Google Mail with OAuth settings for detailed setup instructions.

Outgoing email notifications in ITSM/ITAM

Use this scenario when Alloy Navigator needs to send workflow notifications to IT teams, end users, approvers, or stakeholders through Google Mail.

Key use cases

• Send workflow notifications to users through Google Mail.
• Let users receive ticket updates by email and reply in the same thread.
• Notify IT teams and end users about service and asset management events.
• Support service communication without requiring users to stay inside Alloy Navigator.

How to enable Google Mail notifications

Configure outgoing notification settings for Alloy Navigator with Google Mail so workflow events can send email updates through Google email services. See the Alloy Navigator documentation: Configuring e-mail notifications for Google Mail with OAuth for detailed setup instructions.

Use one or both Google Mail scenarios

• Use incoming email processing for email ticketing and for creating or updating other ITSM and ITAM items from support emails.
• Use Google Mail notifications when users need email updates about ITSM and ITAM workflow events.
• Use both scenarios together to support email-based ticket intake and service notifications through Google Mail.