Connecting a Mailbox
1. Navigate to Settings > Consent Management and enable consent for the Email Connector
2. In Settings > Teams, open a Team of your choice and select Connect M365 Mailbox. Microsoft will prompt to login to an M365 mailbox.
Note that connecting a shared mailbox is supported to avoid having to use a 365 licensed user for the Email Connector.
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 > Teams, 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.
Default Ticket Form
When enabled, employees (users internal to the organization) will receive the defined email reply and be required to submit the Default Ticket form before their ticket is created. When disabled, emails sent will immediately create new tickets without the Default Form.
Disconnect a mailbox
To disconnect a M365 mailbox:
In Settings > Teams, 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!
