10.8. Sync Microsoft 365 and Google Workspace Inbound Email to Auto-Create Tickets

Navigate to Settings > General > Email.

This section allows you to configure inbound email synchronization in Alga PSA. Email sync enables monitored mailboxes to automatically create tickets based on incoming messages.

Overview

• Purpose: Synchronize email with Alga PSA so inbound messages generate tickets.
• Supported Providers: Microsoft 365 and Google Workspace.
• Ticket Creation: Inbound emails from monitored mailboxes create tickets using the defaults you configure.

Prerequisites

• An active Microsoft 365 or Google Workspace mailbox.
• Required permissions:
  • Microsoft: Mailbox access and account administrator role.
  • Google: Mailbox access with OAuth2 authentication.

Configuring Email Defaults

1. Navigation:
   Go to Settings > General > Email, then select the Defaults side tab.

2. Creating a Default:

   • Click Add Default.
   • Complete required fields:
     • Short Name: Unique identifier (e.g., support-general).
     • Display Name: Human-readable description.
     • Description: Optional additional details.
   • Ticket Default Options:
     • Board: Ticket board for created tickets.
     • Status: Default status for new tickets.
     • Priority: Default ticket priority.
     • Company: Catch-all company for unmatched emails.
     • Category: Default ticket category.
     • Location: Location from catch-all company.
     • Entered By: Fallback user if no company/contact is found.

3. Finalizing:

   • Click Create Defaults.
   • The configuration is saved and available for assignment.

Configuring Email Providers

1. Navigation:
   Go to Settings > General > Email > Providers, then click Add Email Provider.

2. Adding a Provider:

   • Provider Name: Reference name (e.g., Support M365 Inbox).
   • Email Address: Microsoft 365 or Google Workspace address to sync.
   • Authentication:
     • Click Connect and authenticate with a valid account.
     • Ensure user has mailbox access and admin role (for Microsoft).
   • Folders to Monitor: Must be Inbox (Inbox for Microsoft, INBOX for Google). Only Inbox is currently supported.
   • Max Emails per Sync: Currently ignored.
   • Inbound Ticket Defaults: Select a previously created default.

3. Finalizing:

   • Click Add Provider.
   • The provider will appear in the list of configured listeners.

Synchronization Behavior

• Sync runs automatically within a few minutes.
• Inbound emails create tickets in the configured board with the assigned status, priority, and company defaults.

Troubleshooting

• No tickets created: Verify authentication and permissions.
• Incorrect board/status/priority: Confirm the selected default configuration.
• Unmatched contacts: Ensure sender addresses are linked to contacts or that a catch-all company is configured.
• Folder mismatch: Only the Inbox/INBOX folder is supported.

Best Practices

• Use clear short names for defaults (e.g., support, sales).
• Create separate defaults for different departments or boards.
• Limit provider setup to authorized shared mailboxes for consistency.
• Periodically review defaults to align with organizational processes.