How to Turn a Mailbox into Tickets in CrmLeaf
All editions. Requires the Email Ticketing add-on module to be enabled for your account by an Administrator.
Availability: All editions. Requires the Email Ticketing add-on module to be enabled for your account by an Administrator.
Overview
Most support requests arrive by email. The Email Ticketing module connects a mailbox to CrmLeaf so incoming messages become tickets instead of sitting in an inbox that only one person watches. Messages are synced, grouped into conversations and linked to the tickets they belong to.
This article is for Administrators. It covers connecting a mailbox, the supported connection types, and how synced mail becomes ticket activity.
How It Works
You connect a mailbox once. From then on, incoming mail is synced into CrmLeaf, grouped into conversations, and linked to tickets.
Enable module → Connect mailbox → Authorise → Sync mail → Tickets and conversations
- Three mailbox types are supported: Gmail, Microsoft Graph (for Microsoft-hosted mail) and IMAP.
- Authentication uses either OAuth2, where you authorise CrmLeaf against the mail provider, or a password, depending on the mailbox type.
- Incoming mail is synced automatically, and a manual sync can also be run when you need to pull messages immediately.
- Messages are grouped into conversations so a reply thread stays together rather than appearing as separate items.
- Conversations are linked to tickets, so email correspondence is part of the ticket record.
- Because the result is an ordinary ticket, ticket configuration, visibility scopes and round-robin assignment all apply to it.
Who Can Use This Feature?
Administrator
- Enable the Email Ticketing module for the account.
- Connect and authorise the mailboxes that feed the support desk.
- Run a manual sync and monitor that mail is arriving.
This functionality is available only to Administrators. Agents then work the resulting tickets as normal Users.
Prerequisites
- The Email Ticketing module is included in your plan and enabled for the account.
- A dedicated support mailbox exists - do not connect a personal mailbox.
- For Gmail or Microsoft Graph, you can sign in to the mailbox and authorise access.
- For IMAP, you have the mailbox server details and credentials from your mail provider.
- Ticket types, groups and agents are configured, so arriving tickets can be classified and owned.
For Administrators
Step 1: Enable the module
What to do: Enable the Email Ticketing module for your account, then select Save.
What to verify: The email ticketing screens are now reachable. If they are not, confirm the module is part of your plan.
Step 2: Add the mailbox
What to do: Select Add and choose the mailbox type: Gmail, Microsoft Graph or IMAP. Enter the mailbox address and the details the chosen type requires. Complete every mandatory field and select Save.
What to verify: The mailbox is listed as connected.
Step 3: Authorise the connection
What to do: For Gmail or Microsoft Graph, complete the OAuth2 authorisation by signing in to the mail provider and granting access. For IMAP, supply the password or the credentials your provider requires.
What to verify: The mailbox shows as authorised and no credential error is reported.
Step 4: Run a sync and check the result
What to do: Run a manual sync, then send a test email to the mailbox from an external address and sync again.
What to verify: The message appears in CrmLeaf, is grouped into a conversation, and a linked ticket exists for it.
Step 5: Confirm routing and ownership
What to do: Open the ticket created from your test message. Confirm its classification and its assigned agent. If it arrived unassigned, review your round-robin configuration.
What to verify: An agent owns the ticket and can see it under their visibility scope.
Expected Result
The mailbox is connected and authorised, incoming mail is synced into CrmLeaf and grouped into conversations, and each conversation is linked to a ticket that your agents can work like any other ticket.
Service Organisation Context
Most managed-service and post-delivery requests arrive by email to a shared address, which is where accountability usually disappears. Connecting that mailbox turns each message into an ordinary ticket, so ticket configuration, ownership-scoped visibility and round-robin assignment all apply to client mail as they do to anything else - and a reply to an old thread lands with the existing correspondence. Service organisations normally connect a dedicated support address per service line rather than a personal mailbox, so the queue survives holidays and staff changes. The module is a paid add-on, so confirm it is in the plan before promising a client an email support channel.
Important Notes
- Menu names and their position can differ between product editions and can be customised for your account, so your sidebar may not match these paths exactly. Use Search or your Quick Access items if you cannot find a screen.
- Email Ticketing is a paid add-on module. Confirm it is included in your plan before planning a rollout around it.
- OAuth2 authorisation is granted at the mail provider. If access is later revoked there, or the mailbox password changes, the connection must be re-authorised.
- This module feeds the support desk. Two-way CRM email for leads and deals is a separate capability - see How to Connect Gmail or Outlook for CRM Email in CrmLeaf.
Common Scenarios
Example: replacing a shared inbox. Connect the shared support address so every message becomes an owned, trackable ticket, and stop the practice of forwarding mail between colleagues.
Example: a customer replies to an old thread. Because messages are grouped into conversations and linked to tickets, the reply lands with the existing correspondence rather than as an unrelated item.
Troubleshooting
| Issue | Possible Cause | Resolution |
|---|---|---|
| The email ticketing screens are not visible. | The module is not enabled, or not included in your plan. | Enable the module, or confirm plan inclusion with your provider. |
| No mail is arriving. | The mailbox is not authorised, or authorisation was revoked at the provider. | Re-authorise the mailbox and run a manual sync. |
| New mail is expected but not yet visible. | The automatic sync has not run since the message arrived. | Run a manual sync. |
| An IMAP mailbox will not connect. | Incorrect server details or credentials. | Confirm the mailbox settings with your mail provider and re-enter them. |
| Tickets arrive but nobody is assigned. | Round-robin assignment is not enabled, or the group has no enabled agents. | Configure automatic assignment for the group. |
Frequently Asked Questions
Which mailbox types are supported?
Gmail, Microsoft Graph and IMAP, using either OAuth2 or a password depending on the type.
Do I have to wait for the automatic sync?
No. A manual sync can be run whenever you need messages pulled in immediately.
Are email replies kept together?
Yes. Incoming mail is grouped into conversations and linked to the related ticket.
Can I connect more than one mailbox?
The module manages mailbox connections; confirm the number supported with your provider before planning multiple support addresses.
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