Connect Tikit to an Office 365 mailbox. All emails sent to the connected mailbox will automatically open new tickets in Tikit. Note that connecting a shared mailbox is supported to avoid having to use an additional M365 license.
How to view Email Connector setting
Connect Tikit to an Office 365 mailbox. All emails sent to the connected mailbox will automatically open new tickets in Tikit. Note that connecting a shared mailbox is supported to avoid having to use an additional M365 license.
To view and update email connector settings in the Tikit web app:
- Open the Tikit web app at https://web.tikit.ai.
- Once in the Tikit web app, select the settings gear in the header, then select Email Connector.
How to connect a mailbox
To connect an M365 Mailbox:
1. Navigate to Settings > Consent Management and enable consent for the Email Connector
2. In Settings > Email Connector, select Connect M365 Mailbox. Microsoft will prompt to login to an M365 mailbox.
You have successfully configured the email connector and are ready to turn emails into tickets!
The Email field shows the currently connected mailbox
Configure Email Ticket Deflection
Ticket deflection in Emails can be used to present End Users with Knowledge Articles to help them solve their issues without further intervention.
To configure Email Ticket Deflection:
In Settings > Email Connector, enable Ticket Deflection
Once Ticket Deflection is enabled, emails to the Email Connector mailbox that match a phrase from the Knowledge Base will receive a response with the matching article. If the user clicks “Yes” to the “Was this answer helpful?” prompt, the ticket will be deflected.
When a user submits a request via the email connector, Tikit responds with a customizable response message. Admins can update the message with branding, tips, and other useful information.
To update the response message:
- In Settings > Email Connector, update the Response Message as needed. The editor supports formatting, including bold, italic, strikethrough, block quotes, code blocks, unordered lists, ordered lists, URL links, and images.
Note that images must be hosted somewhere that end users have access to when viewed from Teams, for example a public SharePoint or CDN.
You’ve successfully updated the response message! Users will see the updated message on submitting new requests to a connected mailbox.
Here’s an example of the response message in plain text. Users will see this if actionable messages are disabled or their email client doesn’t support actionable messages.
Here’s an example of the response message with actionable messages enabled. The message will appear above the ticket details and replies section.
When a user submits a request via the email connector, Tikit responds with a customizable response message. Actionable messages takes this one step further by providing an immediate view of the user’s request to see ticket details, replies, and even add new replies without leaving Outlook.
To enable actionable messages:
- In Settings > Email Connector, select Enable actionable messages to enable the feature.
Here’s an example of the response message with actionable messages enabled. Enter a comment in the Reply to Ticket field and select Send to add it.
Notice that the sender is Do Not Reply <do-not-reply@tikit.ai>. By default, actionable messages will be sent by do-not-reply@tikit.ai. If you’d like to change the sender email to one from your domain then you will need to create a Service Provider and enter the Id in the Provider ID field. Check out How do I send actionable messages from my domain instead of do-not-reply@tikit.ai? for more details.
Here’s an example of the response message with actionable messages enabled and a custom provider.
Notice that the sender is displayed as Help Bot and not the default do-not-reply@tikit.ai address. If you’d like to send actionable messages from your own domain too, check out How do I send actionable messages from my domain instead of do-not-reply@tikit.ai? for more details.
As a fallback if the user’s client doesn’t support actionable messages or they are not in the scope of your custom provider, they will see just the see response message.
To add a reply to a ticket with the email connector:
- Requesters can add replies to their requests by simply replying to Tikit emails. In this example, Patti wants to add a quick reply to their ticket so they reply to the email notification from the connected mailbox.
Once on the edit ticket page, Patti’s reply can be seen in the activity feed. For more on details on using the ticket dashboard to view ticket activity, check out How to view ticket activity.
Requesters receive email updates for new ticket activity like new replies and status changes.
Here are a couple examples:
- An analyst has added a new reply to the ticket.
Select Open Ticket to view the request in the web app or reply to the email to add a new reply.
- An analyst has resolved this ticket.
Select Open Ticket to view the request in the web app or reply to the email to add a new reply.
To disconnect a M365 mailbox:
- In Settings > Email Connector, select Disconnect M365 Mailbox to stop creating tickets from the mailbox displayed in the Email field.
You have successfully disconnected the M365 mailbox and ready to connect to new one!
