Email Tickets Now Available

This topic has 5 replies, 4 voices, and was last updated 2 years, 11 months ago by Ryan Lane.

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- March 26, 2021 at 5:48 am
- Quote
James Kleinschnitz
Administrator

You can now connect an Office 365 email account to Tikit and any emails sent to that connected account will open New Tickets. You can read more about how to connect an email account here.

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- - July 8, 2021 at 10:39 am
  - Quote
  Reinhard Gustavik
  Participant
  
  How can I connect to a shared Mailbox?
  The Connect-Button leads to the microsoft login, where I can use my workaccount but not the shared mailbox.
  - September 19, 2021 at 5:59 pm
    
    Quote
    Reinhard Gustavik
    Participant
    
    Any news to this question?
  - September 20, 2021 at 4:15 pm
    
    Quote
    Ryan Lane
    Moderator
    
    Hi Reinhard and thanks for reaching out. There is a workaround for using a shared mailbox with the email connector by setting a password in AAD for the mailbox and logging in with those credentials. When a shared mailbox is created in AAD then a corresponding user is also generated for that mailbox. That user’s password can be reset using the Azure Portal User’s blade which would allow logging in as the shared mailbox to setup the email connector in Tikit.
    Please let me know what you think. Thanks!
- - January 26, 2022 at 2:48 pm
  - Quote
  Robin Stemmer
  Participant
  
  If i reply to a ticket, which was created by email, it does not create a email message. Where is my comment send? And how do i configure the system, that an answer (or non-private comment) on an external mail ticket will be send to the original target?
  - February 2, 2022 at 10:25 pm
    
    Quote
    Ryan Lane
    Moderator
    
    Hi Robin,
    Our notifications to end users are primarily through the HelpBot virtual agent in Teams with notifications for any ticket updates and added comments. We also support viewing and adding replies directly from email with actionable messages from the email connector. On top of the custom email response, actionable messages let users view their request status, details, and viewing and adding ticket replies from Outlook.
    For examples of notifications that end users can receive from HelpBot, check out the Helpbot Notifications.
    For more details on enabling actionable messages, check out How to enable actionable messages.
    Please let me know if this info helped. Thanks!

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