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How to Configure Incoming Emails for Customer Service in Microsoft Ticketing App by TeamsWork

Updated: Feb 24

Hi All,

Contrary to what one might think, the use of email to reach customer service is still on the rise.

I will introduce Today an essential feature of Microsoft Ticketing app which is the capability for your customers to create a ticket (also callsed email-to-ticket) and communicate with your agents using emails.

To know more, you can either read the highlights below or watch this video for a more detail explanation.

How to configure incoming email in Ticketing

Go to the Setting area and open the Incoming email setting

  • Enable the incoming email feature and you can fill the email address that will be the recipient address as well as the email address name that will appear for the user

  • Acknowledgement is the email user will be greeted with when sending new enquiry by email

  • Email signature will automatically be appended to all messages from support team

Raise a ticket using email

Adele, an external user to the company, needs support. So she raises a ticket using Email

Acknowledgement email

Adele has received the acknowledgement email after raising a ticket using email

Notification when creating a ticket using email

Allan, The IT help desk manager, has received a notification for the new request coming from email.

Communicate with support team using email

Following email communication from Adele, the requestor, will be added as comment in Ticketing App

Hope you enjoy this post about incoming email in Ticketing App

Have a great day!


#Ticketing #EmailToTicket #CustomerService #Communication #Productivity #Management #MicrosoftTeams #TeamsWork

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