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

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

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IMAP

The IMAP integration fetches emails from an IMAP mail server and sends them through 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 in managing emails. Emails can be read, responded to, and organized, similar to an email client. By connecting multiple mailboxes, all communication is consolidated, and switching between different email accounts is eliminated.

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API

The Enneo API and the /ticket endpoints make it possible to create and edit 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 especially 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 two-way synchronization, ensuring consistent and current 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 parameters, can be found here:

API Documentation

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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 through a one-time authorization and then enables automatic receipt and sending of emails via Enneo.

Setup steps:

  • Select Microsoft 365 as the method.
  • Store the email address of the mailbox
  • Click “Link Account” and complete the registration process with the respective provider.
  • Once the authorization is successful, the Access Token and Refresh Token will be automatically filled.
  • “Test Email Receipt” can be used to check the configuration.