Email

Tip

For integrating emails, various options are available that can be configured in the respective email account under Settings → Email Accounts.

Whether a traditional approach with IMAP is chosen, a direct API connection is made, or modern OAuth connections are preferred - Enneo offers maximum flexibility and compatibility for different email setups and workflows.

IMAP

The IMAP integration retrieves emails from an IMAP mail server and sends them via it. Enneo supports an unlimited number of mailboxes, allowing multiple email accounts to be connected and all emails to be centrally managed. Whether private and professional mailboxes or multiple accounts for different projects - with the IMAP integration, all emails can be comfortably organized in one place.

The IMAP integration ensures a smooth experience when managing emails. Emails can be read, replied to, and organized, similar to an email client. By linking multiple mailboxes, all communication is bundled, and switching between different email accounts is eliminated.

API

The Enneo API and the /ticket endpoints enable the creation and editing of emails. This option offers a seamless two-way synchronization between Enneo and existing ticket systems. The API not only allows retrieving and sending emails but also triggering and receiving webhooks to ensure the synchronization of email communication with other systems.

The API integration offers a higher level of customization and automation. Emails can be programmatically created and managed and seamlessly integrated into existing workflows. This option is particularly suitable for companies that use two ticket systems in parallel, for example, during a testing phase. Changes made in Enneo or another ticket system are synchronized on both platforms thanks to the two-way synchronization, ensuring consistent and up-to-date communication.

Here is an example of a request:

curl --location 'https://demo.enneo.ai/api/mind/ticket' \
--header 'Authorization: bearer <token>' \
--data-raw '{
    "fromName": "Customer Service",
    "process": "batch",
    "from": "support@enneo.ai",
    "to": [
        "eugene@enneo.ai"
    ],
    "priority": "medium",
    "channel": "email",
    "status": "open",
    "subject": "Subject",
    "body": "Body New",
    "direction": "in",
    "firstResponseDueBy": "2024-01-01 00:00:00",
    "dueBy": "2024-01-01 00:00:00",
    "tags": [
        54
    ],
    "contractId": 781506,
    "attachments": [
        {
            "name": "myattachment.png",
            "url": "https://www.enneo.ai/wp-content/uploads/2022/11/Frame.png"
        }
    ]
}'

Further details on the relevant /ticket endpoints, including the parameters, can be found here:

API Documentation

OAuth-based Connection (Microsoft 365)

In addition to the classic IMAP or API connection, mailboxes can also be directly connected via OAuth.

The setup is carried out via a one-time authorization and subsequently enables automatic sending and receipt of emails via Enneo.

Setup steps:

Select Microsoft 365 as the method.
Deposit the email address of the mailbox.
Click on "Connect Account" and complete the registration process with the relevant provider.
After successful authorization, the access token and refresh token are automatically filled in.
The configuration can be checked with "Test Email Receipt".

IMAP

API

OAuth-based Connection (Microsoft 365)

Frequently Asked Questions (FAQ)