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Opentra Docs

Microsoft 365

Microsoft 365 is Opentra’s primary email and identity integration, via Microsoft Graph.

What it does

Section titled “What it does”
  • Email → tickets. Inbound mail is ingested and turned into tickets automatically.
  • Contact sync. Directory contacts stay aligned with your client orgs.
  • Sign-in. Microsoft Entra ID is the primary authentication provider.

The gotcha it handles

Section titled “The gotcha it handles”

Opentra resolves the true client contact from forwarded and automated mail — not the sender of record. Forwarded threads are parsed for the real To: contact, and automated senders (monitoring, backups, MicrosoftExchange…@ addresses, relay domains like smtp2go/sendgrid) are recognised so they don’t spawn noise.

Setup

Section titled “Setup”
  1. In Settings → Integrations, connect Microsoft 365 and grant the Graph permissions.
  2. Choose the mailbox(es) to ingest.
  3. Inbound mail begins creating tickets, routed to the matching client org.