Mail through the Integration Hub

Who can do thisTenant AdminApplication Administrator

Helpdesk has no mailbox settings of its own. Mailboxes are connected in the Juvaro Integration Hub, and only a workspace administrator (Tenant Admin) can add or change them. Other people see them read-only.

Connect a shared mailbox

1. In the Hub, open MarketplaceShared mailbox (category "Service management") and add it.
2. Under Basics, enter a Name such as "Support inbox" and choose the Provider: Microsoft 365, Google Workspace or IMAP / SMTP.
3. Fill in the mailbox and access details for that provider:
   • Microsoft 365: Shared mailbox address, Entra tenant id, Client id and Client secret, from an app registration with the Mail.Read application permission and admin consent. Restrict that app to this one mailbox with an Exchange ApplicationAccessPolicy; without it, Mail.Read covers every mailbox in your Microsoft tenant. Optionally add the User.Read.All application permission: the desk then also recognises the mailbox's aliases as its own addresses. Without it, only the address entered on the connection counts.
   • Google Workspace: Mailbox to impersonate (subject) and Service account key (JSON), with domain-wide delegation and the gmail.readonly scope.
   • IMAP / SMTP: IMAP host, IMAP port (993), SMTP host, SMTP port (587), Username, Password (an app password if your provider needs one) and From address. Keep IMAP uses TLS and SMTP uses TLS on.
4. Under Schedule & status, set Trigger to On a schedule (default) or Manual (Run now only). A Helpdesk mailbox can be checked every 1, 2, 5, 15 or 30 minutes, hourly (the default) or less often. Frequent checks only download new mail.
5. Switch Enabled on.
6. Set Lookback window (minutes): how far back each run reads. Blank means 24 hours; the range is 15 minutes to 30 days.
7. Save. You manage the connection later under Connections and see usage under Usage.

Secrets are stored encrypted and are never shown again. To rotate one, enter a new value on the connection.

What happens to incoming mail

• A new mail thread becomes a ticket. A reply on an existing thread, with the ticket number in brackets in the subject such as [HD-2026-00123], is added to its ticket.
• In Service provider mode the sender's domain decides the customer. An unknown domain goes to Unmatched email or to "Independent", depending on Unknown senders.
• A customer's reply to a closed ticket reopens it if it arrives within Reachable after closing (30 days unless you change it). Later replies are stored and the ticket stays closed.
• A reply to a ticket in an "Awaits customer" status moves it on, to the flow's customer response status.
• The ticket shows its Source connection, the mailbox it came through. Agents' replies go out from that mailbox.
• People the customer puts in To or Cc are copied on the ticket automatically, except the desk's own mailboxes, technicians and the requester. See Copy people on a ticket (CC).
• The desk never answers itself. Mail from one of the desk's own mailboxes or technicians is never taken as a customer reply and never fires "When the customer replies" rules. A copy of the desk's own outgoing mail that comes back in is ignored.

Out-of-office and other automatic mail

An automatic reply from a customer is stored on the ticket and marked AUTO REPLY. It does not count as the customer speaking: it does not reopen or move the ticket, reset "gone quiet" timers, cancel a closure warning, fire "When the customer replies" rules or open a ticket that would fire "When a ticket is created".

Mail Helpdesk sends by itself (the ticket received mail, automation replies, the ticket link mail) is marked as automatic, so well-behaved out-of-office systems do not answer it. Automation replies are limited to one per rule per ticket per 24 hours.

Ticket received mail

One confirmation mail per ticket a customer creates, by email or from the portal as a known contact. It goes out within about a minute, from the mailbox the customer wrote to. Tickets the desk creates itself get none. It is off by default.

1. Open Application ManagementOrganisationCustomer portal and find the Ticket received mail card.
2. Tick Send a ticket received mail.
3. Keep Include the link to the ticket on if you want the button, and set the Button label (default "View your ticket", at most 60 characters).
4. Edit the Subject. The default is [{ticket.number}] {ticket.title}. The bracketed number threads the customer's reply, and Helpdesk adds it in front if you leave it out.
5. Edit the Message. Insert variables from Variables (see the table below). The editor has a Table button; see Tables in the editor.
6. Click Save. Restore the default text resets the subject, message and button label.

• It is not sent to automatic replies, no-reply or bounce addresses or the desk's own addresses. It is also skipped when the ticket is already closed or answered, or when the mail would be more than 2 hours late. Each skip is noted on the ticket with the reason.
• The link is left out when the requester is not a known contact, is not the address that sent the opening mail, or the contact's address changed. The reason is noted on the ticket.
• If the receipt carried the link, the automatic ticket link mail is not sent again.
• When the ticket has a CC list, the receipt goes as one mail with the list in Cc. A mail with Cc never carries the requester's personal link: it shows the portal's address instead, or no link.
• A ticket created from Unmatched email without adding a contact still gets the receipt, without a link.
• The receipt never counts as the first response for SLA.
• There is one text per workspace. Write it in the language your customers expect.

Notification sender

Notification mails come from Juvaro's own sender. A Tenant Admin can set the sender name and an own domain in the Tenant Portal under Mail. Ticket replies always go out from your Hub mailboxes.