Run customer support from Outlook without losing team ownership.

FOUNDATION

Define the support promise before configuring the inbox

Choose whether the Entra application accepts organizational accounts, personal Microsoft accounts, or both. Register the exact production callback, use the intended tenant mode, grant only required Graph scopes, and decide who can authorize the shared support mailbox.

WORKFLOW

Build the smallest reliable operating loop

Record the connection time, fetch messages after that boundary, store Graph message and conversation identifiers, filter self-sent acknowledgements, create or match the ticket, and reply through Graph with recipients, CC, HTML, attachments, and standard thread headers.

PITFALLS

Test the edge cases that break team trust

A wrong account-type setting can make a valid client ID appear missing in another directory. A mismatched callback breaks OAuth. Importing old mail creates false tickets. Treating every sent item as inbound creates loops. Test with both the authorizing account type and production domain.

CHECKLIST

Validate the customer and agent experience together

Send a new request from an external address, verify ticket creation and acknowledgement, assign it, open it from two agent accounts, add a private note, change recipients, paste an image, attach a file, reply, answer from the customer mailbox, resolve the ticket, delete a disposable test, and confirm a later sync does not recreate it. Record the expected owner and outcome for every step.