Email intake

How it works

WorkloadWall checks each mailbox you add every few seconds. A new message becomes a ticket; a reply that carries the [WW-123] tag in its subject lands on ticket 123. Auto-replies and out-of-office messages are ignored. Nothing is imported twice.

You can add as many mailboxes as you like under Admin → Inbox & email, and each one can point at a specific folder — so you don't have to turn your whole inbox into tickets.

Two ways to use it

A dedicated address (help@…, maintenance@…): watch its Inbox, mode Unread only. Everything that arrives is a request.

A folder in your own mailbox: watch Inbox/Tickets (or whatever you name it), mode Everything in the folder. Only what you drag into that folder — or route there with an Outlook rule — becomes a ticket. Your other mail is never touched. Set Move imported mail to a Done sub-folder to keep the watched folder clean.

Each mailbox can also set where its tickets land (a particular agent or the pool), a default department, a default category, and whether to send an acknowledgement.

Microsoft 365 (recommended for Office 365 shops)

One app registration serves every mailbox in your tenant.

1. Entra admin center → App registrations → New registration. Single tenant. No redirect URI.
2. API permissions → Add → Microsoft Graph → Application permissions: Mail.ReadWrite and Mail.Send. Click Grant admin consent.
3. Certificates & secrets → New client secret. Copy the value now — it's shown once.
4. In WorkloadWall: provider Microsoft 365, paste Tenant ID, Client ID, the secret, and the mailbox address to read. Folder as you see it in Outlook: Inbox, Inbox/Tickets.
5. Save, then Check now. The status chip turns green.

Recommended: limit the registration to only the mailboxes you list, with an Exchange application access policy (New-ApplicationAccessPolicy -AccessRight RestrictAccess), so the app can't read anyone else's mail.

Gmail / Google Workspace

Turn on 2-step verification for the account, create an App password, then in WorkloadWall: provider IMAP, host imap.gmail.com, port 993, TLS on, the address and the app password. Folders are Gmail labels — INBOX, or a label name like Tickets.

Anything else

Plain IMAP: host, port (993 with TLS is normal), user, password. Folder paths follow the server: INBOX/Tickets on most, INBOX.Tickets on some.

Outgoing mail

Admin → Inbox & email → Outgoing mail controls acknowledgements, replies to requesters, and notifications to staff.

• With Microsoft 365, replies go out from the mailbox the ticket arrived through, so the requester sees a reply from help@…, not from an agent's personal address.
• With SMTP, everything goes out from one address (Gmail: smtp.gmail.com, 587, the app password).

Use Send test after saving.

Attachments on email

Photos and PDFs attached to a message are kept on the ticket (or on the reply, if the message is a reply). Tiny images — signature logos, tracking pixels — are dropped; files over 10 MB and other file types are ignored.

Phone numbers on email tickets

Email can't be refused for lacking a phone number, so WorkloadWall reads one out of the message signature when it can (labelled numbers like Cell: are preferred). If none is found, the acknowledgement asks the requester to reply with one, and the reply is captured automatically. Tickets without a phone show no phone on file until someone adds it.