# Email Integration Guide | PagerDuty Route monitoring emails into PagerDuty by connecting an integration email address to an Event Orchestration or a service directly. This guide describes how to integrate PagerDuty with any service capable of sending an email. Please note that we offer integration guides and plugins for many popular [monitoring services](/integrations). Furthermore, tools that don’t yet have dedicated guides can often be integrated with PagerDuty using our [Events API](/developer/events-api-v2-overview). ## How it Works Events and alerts from monitoring tools will be sent as emails to your desired PagerDuty integration email address. PagerDuty will open and trigger an incident when it receives an email to this integration address. ## Requirements - You must have a User, Admin, Manager, Global Admin or Account Owner role to configure the integration. - Your monitoring tool must be able to send emails. - One of the following integration types in PagerDuty: - [Event Orchestration](/ai-automation/aiops/event-orchestration): Integrating with Event Orchestrations may be beneficial if you want to build nested rules based on the events coming from the integrated tool. - [PagerDuty Service](/incident-management/services/services-and-integrations#create-a-service): Integrating with a PagerDuty service directly can be beneficial if you don’t need to route alerts from the integrated tool to different responders based on the event payload. **Note**: Email integrations at the service-level are not evaluated by [Service Orchestrations](/ai-automation/aiops/event-orchestration#service-orchestrations). Instead, you can configure [rules and filters](#email-management) to manage these events. ## Integration Walkthrough You can use the following methods to integrate with PagerDuty via email: - [Event Orchestration](#integrate-with-event-orchestration) - [PagerDuty Service](#integrate-with-a-pagerduty-service) ### Integrate with Event Orchestration 1. In the PagerDuty web app, navigate to **AIOps** → **Event Orchestration**. 2. Select your desired **Global Orchestration** and then click **Integrations**. 3. To the right of the field **Email Address**, click **Copy to Clipboard** and **refer to your monitoring tool’s documentation on connecting with an email address in order to complete the integration**. PagerDuty will open and trigger an incident when it receives an email to this integration address. The [Email Incident Example](#email-incident-example) section displays a screenshot of what a test incident will look like. ### Integrate with a PagerDuty Service > **Event Orchestration:** [Service Orchestration rules](/ai-automation/aiops/event-orchestration#service-orchestrations) are not applied to service-level email integration events. If you would like to utilize Orchestration rules with email events, please integrate directly with an [Event Orchestration](#integrate-with-event-orchestration). 1. In the PagerDuty web app, navigate to **Services** → **Service Directory**. 2. Click the **name** of the service you want to add the integration to. Then select the **Integrations** tab and click **Add an integration**. 3. Search and select **Email** from the dropdown **Select the integration(s) you use to send alerts to this service**. 4. Click **Add** to save your new integration. You will be redirected to the Integrations tab for your service. 5. Find your integration in the list and click to the right. Copy the **Integration Email** address and **refer to your monitoring tool’s documentation on connecting with an email address in order to complete the integration**. PagerDuty will open and trigger an incident when it receives an email to this integration address. #### Edit an Email Integration Address You can customize an email integration's username in the PagerDuty web app: 1. Navigate to **Services** → **Service Directory** and select your desired service from the list. 2. Select the **Integrations** tab and click to the right of the email integration. 3. In the **Integration Email** section, click and enter a new value. ![A screenshot of the PagerDuty web app showing how to edit an email integration address](/images/kb/ef6b9d20f039583c068a3661d14ba8b667bda23c8ef76dab0308ccf78fdf0116-edit_email_integration_address.webp) *Edit email integration address* 4. Click **Save**. ### Email Incident Example Below is a test incident triggered via email: ![A screenshot of the PagerDuty web app showing an example email incident](/images/kb/6940cdb52489ca9a5dc8eddd32fe7d409a2b8f5126ff4fc50c90959d08da9144-email-integration-guide-example-incident.webp) *Email incident* ## Email Management > **Requirement:** The following instructions are for [service-level email integrations](#integrate-with-a-pagerduty-service). If you are integrating with an Event Orchestration, please refer to our [Event Orchestration](/ai-automation/aiops/event-orchestration#configure-a-global-or-service-orchestration-rule) article for guidance on managing email events. By default, PagerDuty opens a new incident every time an email is received at the integration address. You can change this behavior by changing the Email Management setting for your service. See [Email Management: Filters and Rules](/integrations/email-integration-guide/email-management-filters-and-rules#email-management) for more information. ### Email Filters Filters allow you to disregard certain messages arriving at the integration email address. Each email’s subject, body, and from address can be checked against either a safelist or blocklist regular expression filter. Messages that don’t pass the filter will be silently discarded. This feature is handy if you have a monitoring tool that sends out emails that you don’t want to trigger incidents in PagerDuty. See [Email Filters](/integrations/email-integration-guide/email-management-filters-and-rules#email-filters) for more information. ### TLS Encrypted Emails PagerDuty email servers are configured to accept TLS-protected SMTP sessions when your outbound mail servers are configured to use TLS opportunistically. When the message is encrypted, the last hop listed in the receive headers will mention a TLS-enabled connection. ![An image showing an example TLS encrypted email](/images/kb/dff7568e77ec892766e2dc510d2f2a141d9812c1681e92692de9dc20222a23fb-email-integration-tls.webp) ## Email Requirements and Behavior ### Email Encoding Emails sent to an email integration endpoint must be sent in UTF-8. ### Email Attachments If your email (including headers, attachments, etc.) is under 96 KB, the message can pass through without truncation. However, PagerDuty will strip all attachments from emails and truncate messages if the email is over 96 KB. In those cases, the following can happen: 1. Any parts of the email body where the Content-Type does not match the following regular expression will be discarded: `/(text\/(plain|html)|multipart\/)/` This means PDF files and similar attachments will be stripped. 2. Text parts (i.e., Content-Type of `text/plain` or `text/html`) will be truncated to 32 KB. 3. If the resulting total email size including headers, attachments, etc. still exceeds 2 MB then PagerDuty will reject the message. You can tell if a message has been truncated or had attachments removed by checking for the headers `X-PagerDuty-Truncated-Part` or `X-PagerDuty-Removed-Attachments` when viewing the raw message. You can view the raw message on the incident's detail page by clicking **View Message** on an incident log entry, then **View Raw Message**. ![A screenshot of the PagerDuty web app showing a truncated email in the raw message](/images/kb/d831deab5c261f2eb3e4c9563d3d74e3cee6e7ccfdf2d977392d42e6f0c3f871-email-integration-truncated-email.webp) *Truncated email* See [Email Notifications](/incident-management/notifications/email) for more details on email content and behavior. ### Email Size Limits If an email is over 10 MB (including headers and attachments), our server will reject it. This rejection happens _prior_ to any processing or truncation. The email server which sent the message will receive an error notification indicating that the "Message size exceeds fixed limit". If an email is still over 2MB _after_ truncation and being stripped of headers and attachments, it will be silently dropped and your server will _not_ receive a notification. ### Incident Key Truncation If the incident key of the email that triggered an incident is more than 255 characters, it will be truncated to 255 characters. ### Truncation of Incident Details in Email Notifications When you receive a PagerDuty email notification, the **Details** section of each incident will be truncated to 500 characters. You can access the complete email body in the PagerDuty web app via the incident logs and details, or via the [PagerDuty Mobile App](/get-started/mobile-app). ## Email Event Ingestion Limit Email events have an ingestion rate limit of 60 events/min, per key. If you require a higher limit, please contact your account team or consider using the [Events API](/developer/events-api-v2-overview), which supports higher rate limits and can be [increased even further for PagerDuty AIOps customers](/ai-automation/aiops/overview#increased-event-ingestion).