What do I need before setting up an integration?
Most integration problems are permission problems, and they surface halfway through setup when the person configuring it turns out not to be the person who can approve it. Check this first.
Who has to be involved
Connecting Raiseaticket to Microsoft 365 or Google Workspace changes something in your organisation's tenant, so an administrator of that tenant has to approve the connection. If you are not that person, line them up before you start rather than stopping midway.
Microsoft Teams and Slack notifications
These send ticket alerts into a channel so the team sees activity without watching the queue. They are available on the free plan. You need the ability to add an app or webhook to the channel you want alerts in - in many organisations that is restricted, so confirm it before promising the team.
Office 365 and Google Workspace mailbox integration
This is the deeper one: it connects your actual mailbox, so incoming mail becomes tickets and replies go out from your own address rather than the Raiseaticket domain. It requires tenant administrator approval, and it is a premium capability.
Single sign-on
SSO lets your team sign in with the work account they already use, through the Microsoft 365 or Google Workspace integration. It is a premium capability and needs the same administrator approval.
Before you start, have these ready
- Confirmation of who administers your Microsoft 365 or Google Workspace tenant
- The mailbox address you intend to connect, and agreement that it is the right one
- For channel notifications, permission to add an app to the target channel
- A test ticket you can safely send and reply to once the connection is live
Test immediately afterwards
Send a message in from outside and confirm both directions work - it becomes a ticket, and your reply reaches the sender's inbox rather than their spam folder. An integration that only works one way looks fine from the agent console.
