Connected mailboxes (Microsoft 365)

Attach your own Microsoft 365 mailboxes to OpsMerge and ticket email flows directly through them: inbound messages become tickets, and replies are sent from your mailbox, landing in its Sent Items like any other email your business sends.

Connecting a mailbox

1. Go to Settings → Email → Mailboxes and click Connect mailbox.
2. Sign in as the mailbox you want to attach (for example [email protected]), not as yourself.
3. Approve the requested permissions. Depending on your tenant's consent policy, Microsoft may show an extra admin-approval step the first time.
4. Done. The mailbox appears in the list and inbound mail starts flowing into tickets.

A few things to know:

• The mailbox must be licensed. Shared mailboxes cannot sign in, so they cannot be attached. If your helpdesk address is currently a shared mailbox, convert it to a licensed one first.
• History is not imported. Only mail that arrives after connecting becomes tickets.
• You can attach more than one mailbox, for example support@ for the helpdesk and accounts@ for billing.
• Access is scoped to the signed-in mailbox only. OpsMerge cannot read any other mailbox in your tenant.
• Ingested emails are filed automatically. Once a message becomes a ticket it is marked as read and moved to a DealtWith subfolder under the inbox, so a glance at the mailbox shows exactly what has been processed and what arrived outside the pipeline. The folder is created for you on first use.

Purpose: support and accounts

Each mailbox has a purpose:

• Support is the normal helpdesk mailbox. Inbound mail creates tickets and ticket replies are sent from it.
• Accounts is preferred for financial documents: invoices, payment reminders and quotes are sent from this mailbox when one is attached.

One mailbox is the org default, used for outbound mail whenever no better match exists. To move the default, use Make default on another mailbox.

Pausing a mailbox (kill switches)

Each mailbox has independent inbound and outbound switches:

• Inbound off: OpsMerge stops checking the mailbox. Mail is not lost, it simply stays in the mailbox. When you switch inbound back on, checking resumes from that moment; anything that arrived while paused stays in the mailbox and is not imported as tickets.
• Outbound off: replies and documents fail to send with a clear error. Nothing is silently queued, so you will never get a burst of stale email when switching back on.

Pausing is different from Disconnect, which removes the mailbox and its saved sign-in entirely; reconnecting requires signing in again.

When a mailbox shows "Reconnect needed"

The saved sign-in for a mailbox can be revoked by events in your Microsoft tenant, most commonly a password reset on the mailbox account, MFA re-registration, or a conditional access policy change. When that happens, mail stops in both directions and the mailbox shows Reconnect needed.

Click Reconnect, sign in as the mailbox again, and everything resumes. Inbound continues from the moment of reconnection.

Reconnect needed is the only state that requires you to act. Transient provider problems — Microsoft throttling, a brief outage — recover on their own: the mailbox retries automatically and returns to healthy without intervention.

How emails find the right client

1. If the sender's address matches an existing contact, the ticket is filed against that contact's client.
2. Otherwise the sender's domain (the part after the @) is checked against each client's email domains — set these under Client → Properties → Email domains. The more clients have their domains recorded, the more accurate routing is.
3. If neither matches, the ticket goes to the mailbox's default client, or is left unassigned if none is set.

Tip: create a catch-all client (for example "Unrecognised senders") and pick it as the default client. Email from unknown senders then lands somewhere visible and easy to triage, rather than sitting unassigned.

Routing options

• Auto-create contacts: when mail arrives from an unknown sender, a contact is created automatically and linked to the ticket.
• Default client: tickets from senders that cannot be matched to a client are filed against this client (see the tip above).