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.
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.
To connect a M365 mailbox:
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.
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:
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.
To add a reply to a ticket with the email connector:
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:
To disconnect a M365 mailbox:
You have successfully disconnected the M365 mailbox and ready to connect to new one!