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For the integration of emails, various options are available. These 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 is preferred - Enneo offers maximum flexibility and compatibility for different email setups and workflows.

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IMAP

The IMAP integration retrieves emails from an IMAP mail server and sends them via it. Enneo supports an unlimited number of mailboxes, so multiple email accounts can be connected and all emails can be centrally managed. Whether private and professional mailboxes or several accounts for different projects - with IMAP integration, all emails can be organized comfortably 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 connecting multiple mailboxes, all communication is consolidated, eliminating the need to switch between different email accounts.

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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 ticketing systems. The API not only allows the retrieval and sending of emails, but also the triggering and receiving of webhooks, ensuring the synchronization of email communication with other systems. The API integration offers a higher degree 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 ticketing systems in parallel, such as during a test phase. Changes made in Enneo or another ticketing system are synchronized on both platforms thanks to the 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": "[email protected]",
    "to": [
        "[email protected]"
    ],
    "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 connected directly via OAuth. The setup is done via a one-time authorization and then allows automatic receipt and sending of emails via Enneo. Setup steps:
  • Choose Microsoft 365 as the method.
  • Enter the email address of the mailbox
  • Click on “Link account” and complete the login process with the respective provider.
  • Upon successful authorization, the Access Token and Refresh Token are automatically filled.
  • With “Check email receipt”, the configuration can be verified.