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Outlook / Microsoft 365 Setup

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Connect your Outlook.com or Microsoft 365 email to automatically create tickets from incoming messages.

Prerequisites

  • An Outlook.com or Microsoft 365 email account
  • Admin access to your Tiketti organization

Personal Outlook.com accounts can connect directly using Microsoft’s OAuth flow.

Connection Steps

  1. Navigate to mailbox settings

    Go to Settings → Mailboxes in your Tiketti dashboard.

  2. Add a new mailbox

    Click Add Mailbox and select Outlook / Microsoft 365.

  3. Authorize with Microsoft

    Click Connect with Microsoft. You’ll be redirected to Microsoft’s sign-in page.

  4. Grant permissions

    Review the permissions Tiketti requests:

    • Read mail: To fetch incoming messages
    • Send mail: To send replies on your behalf
    • Access mailbox settings: To manage folders

    Click Accept to grant access.

  5. Configure mailbox options

    After connecting, configure:

    • Display name: How the mailbox appears in Tiketti
    • Sync folder: Usually “Inbox”
    • Auto-archive: Move processed emails to a folder

  6. Test the connection

    Click Test Connection to verify everything works.

Permissions Explained

PermissionWhy It’s Needed
Mail.ReadRead incoming emails to create tickets
Mail.SendSend replies to customers
Mail.ReadWriteMark emails as read, move to folders

Microsoft 365 Admin Setup

For Microsoft 365 organizations, you may need admin consent:

If users see “Need admin approval”, a tenant admin must:

  1. Go to Azure Active Directory → Enterprise Applications
  2. Find Tiketti in the list
  3. Click Permissions → Grant admin consent

Conditional Access Policies

If your organization uses Conditional Access:

  • Ensure Tiketti’s app is allowed
  • Add exceptions for the OAuth flow if MFA causes issues

Shared Mailboxes

Microsoft 365 shared mailboxes work with some limitations:

  1. Connect as a user with Full Access to the shared mailbox
  2. Select the shared mailbox during OAuth (if prompted)
  3. Replies will be sent from the shared mailbox

Troubleshooting

”Access Denied” Error

  • Ensure you’re signing in with the correct Microsoft account
  • Check if your tenant admin has blocked third-party apps
  • Verify the user has a valid Exchange Online license
  • An admin needs to grant consent for your organization
  • Try signing in with an admin account first

Emails Not Syncing

  • Verify the mailbox is enabled in Tiketti settings
  • Check the sync folder is set correctly (usually “Inbox”)
  • Ensure the connected account has access to the mailbox

Token Expired

OAuth tokens expire periodically. Tiketti refreshes them automatically, but if needed:

  1. Go to Settings → Mailboxes
  2. Click Reconnect on the affected mailbox
  3. Complete the OAuth flow again

Security Best Practices

  • Use a dedicated support mailbox rather than personal accounts
  • Review connected apps in your Microsoft account settings
  • Enable audit logging in Microsoft 365 for compliance

Next Steps