What it covers
An administrator can enable reviewed routing for a connected mailbox, preserve exact thread identity and let agents distinguish a logged reply from a provider send.
Service and delivery
Email-to-ticket routing
Bring eligible incoming mailbox threads into the service queue.
How it works
Keep an email request with its service work
Email-to-ticket routing connects supported incoming mailbox threads to Service Desk when an administrator enables that channel. The first eligible inbound provider thread received after routing is enabled can create a ticket. Later messages on that exact mailbox and provider thread continue the same service context. This lets the team work from the ticket’s owner, priority and history while retaining the original conversation. Historical mailbox backfill remains Communications history rather than silently producing a new service queue, and matching does not depend on a mutable email subject.
In practice
The reply composer distinguishes logging a response in the CRM from sending it through the connected provider. A public note alone is not proof that an email was delivered. Resolved and closed tickets retain their established lifecycle rules.
When to use it
Useful situations
- Triage eligible support enquiries received through a configured team mailbox.
- Continue the exact customer email thread from its linked service ticket.
- Keep a prepared or logged response distinct from a real provider send.
A working path
How the work moves
Review the channel setup
As an authorised administrator, choose a supported connected mailbox and inspect its routing configuration. Confirm that the provider is configured, the connection is active and the intended service scope is enabled before relying on inbound routing.
Work the routed request
Open the ticket created from an eligible new inbound thread, review the customer context and set its accountable owner and next action. Later messages retain exact provider-thread linkage; do not create a duplicate ticket simply because a subject changes.
Choose a reply outcome
Use Log in CRM only when recording an internal service response, or the available provider-send option when a real email is required. Review recipients and current channel readiness, then check the reported delivery state after sending.
Illustrative scenario
A support enquiry by email
A customer emails a configured support mailbox after routing is enabled. The team assigns the resulting ticket, reviews the thread and uses the supported provider reply path, keeping service progress and conversation history together.
Before you start
What to check
- Provider availability, consent, mailbox scopes and the configured delivery controls remain necessary; this page does not establish live-provider acceptance for a workspace.
- Closed tickets do not silently reopen on a later message. The message remains available for Communications triage under the current lifecycle rules.
Will importing old mail create tickets?
Historical mailbox backfill stays in Communications. Routing applies to eligible new inbound provider threads after it is enabled.
Does saving a reply always email the customer?
No. A logged response and an external provider send are explicit different outcomes in the service composer.
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