Email to Ticket IMAP Configuration

The email-to-ticket feature enables automatic ticket creation within ITSM system directly through emails using IMAP integration. This will streamline customer support workflows, boost response times, and enhance the overall customer experience. It enables email-to-ticket functionality on non-Microsoft platforms using IMAP (e.g., Google Workspace).

The actions that can be performed using IMAP configuration are, create incident, log service request, log call record and create a user. The email parser can be configured to update tickets such as incident updates, service request updates, problem records updates, and change records updates. The email parser can be configured to approve SRs, CRs, PRs and Assets.

The Administrator can configure the mailbox using OAuth Authentication.  For any Email ID configured as a mailbox the OAuth authentication can be done directly without any SSO configuration.

Configure IMAP Mailbox

The Administrator can set up an IMAP Mailbox designed for processing incoming emails into tickets, enabling appropriate ticket actions to be carried out.

To configure the IMAP Mailbox, perform the following steps:

1. Navigate to Admin > Notifications > Mailbox > Add New.
   
   
2. Create a new mailbox detail with IMAP configuration.
   
   Figure: New mailbox
   
   
3. Select the Server Type as IMAP.
   Service Account Key – Upload the JSON file downloaded during the process of configuring IMAP configuration for Google workspace. Once the JSON file is uploaded, it cannot be viewed or downloaded as it contains sensitive information.
   
   A sample screenshot of the IMAP mailbox is displayed below.
   
   Figure: Sample mailbox
   
   
4. Click Submit. A pop-up message is displayed after saving the details.

Parser Configuration

The administrator can set up parsing rules in the IMAP-enabled mailbox to ensure that only emails meeting specific criteria are processed when converting them into tickets.

 To configure the Parser, perform the following steps:

1. Navigate to Admin > Notifications > Notification Parser. Click Add New.
   
   
2. Create new Parser configuration.
   
   Figure: Parser

Email notifications are triggered after the successful creation of a ticket, or any updates made to the ticket.