Email Connectors

Email Connectors allow Startly to receive incoming emails and automatically create or update tickets. Every Email Connector is associated with a project and monitors a support mailbox for incoming requests.

Startly supports three methods of connecting your support email:

• Startly Email Connector – Uses an email address provided and managed by Startly.
• Forwarding Email Connector – Uses your own email address and forwards messages to a Startly-managed mailbox.
• Azure Office 365 Direct Connect – Connects directly to a Microsoft 365 mailbox using Azure authentication with no email forwarding required.

Choose the option that best fits your organization’s email environment and security requirements.

Startly Email Connectors

When you select an Email Connector Type of Startly, Startly automatically generates a unique support email address. Share this address with end users to send ticketing requests via email. Startly will process incoming messages automatically.

Create an Email Connector

1. Navigate to Settings – select Ticketing
2. Select Email Connectors setting
3. Select Global Email Connectors to manage and create Global Email Connectors or select a Customer to manage and create Customer Email Connectors.
4. From the Manage Email Connectors drawer select the Plus Icon
5. Enter a Connector Name
6. Select Startly as the Connector Type
7. The Email Address will be generated based on the instance name and the connector name. Use the Copy Address button to copy the address to share with End Users to submit ticket requests via email.
8. Select an Assignment Group. This will be the group of Team Members that will see requests as they are submitted.
9. Select a Default Contact Source
10. Save the Connector.

Forwarding Email Connectors

When you select an Email Connector Type of Forwarding, Startly generates a mailbox that receives incoming messages. Your organization’s mail administrator creates a mailbox and configures it to forward incoming mail to the Startly-generated address. End Users will send emails to an email address that is more customer facing.

Create an Email Connector

1. Navigate to Settings – select Ticketing
2. Select Email Connectors setting
3. Select Global Email Connectors to manage and create Global Email Connectors or select a Customer to manage and create Customer Email Connectors.
4. From the Manage Email Connectors drawer select the Plus Icon
5. Enter a Connector Name
6. Select Forwarding as the Connector Type
7. Enter a Custom Email Address. This address is the address your mail administrator will create and will be shared with end users for ticket requests.
8. The Forwarding Email Address will be generated based on the instance name and the connector name. Use the Copy Address button to copy the address to share with your mail administrator for forwarding.
9. Select an Assignment Group. This will be the group of Team Members that will see requests as they are submitted.
10. Select a Default Contact Source
11. Save the Connector.

Azure Email Connectors

When you select an Email Connector Type of Azure, your mail administrator will need to create a mailbox in your Microsoft 365 system. Share this address with end users to send ticketing requests via email. Startly will process incoming messages automatically.

Create an Email Connector

1. Navigate to Settings – select Ticketing
2. Select Email Connectors setting
3. Select Global Email Connectors to manage and create Global Email Connectors or select a Customer to manage and create Customer Email Connectors.
4. From the Manage Email Connectors drawer select the Plus Icon
5. Enter a Connector Name
6. Select Azure as the Connector Type
7. Enter a Connector Email Address that is created by your mail administrator.
8. Enter the Azure Tenant ID
9. Select an Assignment Group. This will be the group of Team Members that will see requests as they are submitted.
10. Select a Default Contact Source
11. Save the Connector.