This article applies to customers using the Microsoft Teams Ticketing, or Microsoft 365 Service Desk editions of Tikit. For the Microsoft ITSM editions of Tikit, see Notification Center.
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Email Connector
The Tikit Email Connector allows you to create and update tickets via a M365 email inbox. A normal user, or shared mailbox can be configured to work with Tikit. Group mailboxes and distribution lists are not supported at this time.
Emails sent to the connected mailbox will create a new ticket if they are not already associated to an existing ticket via a conversation thread, or a previous notification from Tikit. Tikit uses a combination of Exchange thread ID's and embedded HTML tags to identify messages that are associated with an existing ticket. If you find responses are being added to the wrong ticket, try creating a new email message and including #123 in the subject, where 123 is the Id of the ticket you wish to add a comment to.
Tickets created via email will automatically send ticket updates and notifications to the Requester via email, in addition to the usual Teams notification channel.
Connect a 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.
Connecting a shared mailbox is supported to avoid having to use a 365 licensed user for the Email Connector. Group/Team mailboxes and distribution lists are not supported at this time.
You have successfully configured the email connector and are ready to turn emails into tickets!
The Email field shows the currently connected mailbox
Edit Email Connector Settings
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.
Response Message
Tikit will use the configured Response Message when sending an initial ticket creation response to the Requester.
Language
The email connector will attempt to determine the sender’s language preferences based on the internet header of the message. If the connector cannot determine the language, the language specified in the Language option will be used as the default. This affects basic message properties including buttons.
File Attachment Filtering
The File Attachment Filtering option allows for additional control when attaching files to a ticket. Any files smaller than the specified value will be ignored by the email connector. This is useful in preventing company logos and email signature images from being unnecessarily added to a ticket. To disable this option, set the value to Zero.
Exclude Footer
Removes the link to the ticket in the web portal from the bottom of the email message.
How to add ticket replies
Note: Replies via email are only sent when the ticket was created with the email connector. To send email notifications via comments for all tickets, see Automations.
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.
Note: The email connector sends notifications with a ticket number in the message subject using the format: #123. To reply to a ticket and create a comment on the ticket, the number must be included in the subject line of the email being sent.
Activity Notifications
Note: Like replies, activity notifications via email are only sent when the ticket was created with the email connector. To send email activity notifications for all tickets, see Automations.
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.
Note: The email connector sends notifications with a ticket number in the message subject using the format: #123. To reply to a ticket and create a comment on the ticket, the number must be included in the subject line of the email being sent.