Configure Microsoft 365 Access for Email2Ticket

Email2Ticket is cloud-based integration software that allows you to process emails using
your preferred PSA system. The typical use of Email2Ticket is to read your “support”
email account where your customers send support requests, and automatically create
new Autotask or ConnectWise tickets, or add (append) notes to existing tickets.

Email2Ticket can connect to Microsoft 365 mailboxes using the Microsoft Graph
API. To set up Email2Ticket in this way, you must register a new application on the
customer's Azure Environment. Follow these steps to enable the integration.

Step 1 — Register New Enterprise Application

Here's how to create a new app in the Azure Portal. In Step 2 — Add API Permissions to
New Enterprise App, you will assign API permissions to this app.

1. First, access portal.azure.com and log in to the customer's Azure environment as
   an admin user.
   
   
   
   
2. Next, navigate to Azure Active Directory > App Registrations
   
   
   
   
3. Click New Registration.
   
   
   
   
4. Enter an appropriate Name for the app.
5. Leave the optional Redirect URL blank.
   
   
   
6. When you are finished, click Register.

Step 2 — Add API Permissions to New Enterprise App

In order for Email2Ticket to connect to the Microsoft Graphs API, assign the enterprise
app the appropriate API permissions. Here's how this works:

1. From Azure Active Directory > Enterprise Apps, click on and open the newly
   created application.
2. Then click Add a Permission.
   
   
   
   
3. Select the Microsoft Graph API and choose Application permissions. YOU MUST
   SELECT APPLICATION PERMISSIONS – NOT DEDICATED PERMISSIONS – FOR THE
   INTEGRATION TO FUNCTION.
4. From the Select permissions field, search for and select the Mail.Read
   permission.
   
   
   
5. When you are finished, click Add permissions. You will return to the Configured
   permissions screen.
6. From Configured permissions, click and enable Grant admin consent for <your
   tenant>.
   
   

Step 3 — Copy App Credentials and Upload Certificate

1. Next, return to the App registrations page.
2. Copy the Client ID and Tenant ID. You will need these values to configure a
   connection to Email2Ticket via the app's management console.
   
   
   In addition to copying the values above, you must upload the included certificate to
   sign and authenticate the app. To do this:
3. Click Certificates & secrets from the left menu.
4. Then, click the Certificates tab immediately to the left of Client secrets.
   
   
   
5. Click Upload certificate and upload the cert.pem file at the end of this article.
   
   

Step 4 — Configure Connection in Email2Ticket

Here's how to modify an existing Email2Ticket mailbox to connect to Microsoft 365.

1. Open your browser and navigate to your Email2Ticket instance and log in.
2. Select the mailbox you want to connect to Microsoft 365 and click Modify Mailbox
   from the right of the page.
   
   
   
3. From the Connection drop-down menu, select Microsoft 365.
   
   
   
4. Enter the Tenant ID and Client ID that you copied earlier. You can optionally
   choose to test the connection.
5. Click Modify to save your connection.

Once you complete the setup, you can begin using Email2Ticket to begin processing
tickets from your Microsoft 365 tenant. Contact support at support@rapidfiretools.com to
resolve any issues not addressed in this help topic.

Download cert.pem