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Email Mailbox ​

The Email Mailbox feature lets technicians forward client emails to a shared mailbox that Junto monitors. Forwarded emails are automatically converted into ConnectWise tickets, sales opportunities, or activities — no manual data entry required.

How It Works ​

  1. Forward an email -- A technician forwards a client email to the configured shared mailbox (e.g., tickets@yourcompany.com), optionally adding a note at the top.
  2. Junto processes it -- The system picks up the email, identifies the original sender, matches the client company and contact, and determines what to create.
  3. Entity is created -- Based on the email content, Junto creates a ConnectWise ticket, sales opportunity, or activity and logs any time noted by the technician.
  4. Technician is notified -- If Slack or Teams is connected, the forwarding technician receives a DM summarizing what was created.

Based on the email content, Junto determines whether to create a service ticket, sales opportunity, or activity. If it isn't sure how to classify an email, it follows your configured fallback action.

Prerequisites ​

  • An active ConnectWise PSA integration
  • A Microsoft 365 shared mailbox
  • Admin consent for the email connector in your Microsoft 365 tenant

Setup ​

If this is your first mailbox, you may see an admin consent prompt:

  1. In Junto, go to Settings > Integrations > Email Mailbox.
  2. Click Grant Admin Consent and complete the Microsoft 365 admin approval flow.
  3. This is a one-time step for your tenant.

Step 2: Add a Mailbox ​

  1. Click Add Mailbox.
  2. Sign in with Microsoft and select the shared mailbox to connect.
  3. Configure the mailbox settings:
    • Display Name -- A label for this mailbox (e.g., "Support Inbox").
    • Default Board -- The ConnectWise board where tickets should be created.
    • When unsure about an email -- Choose a fallback action:
      • Create a ticket on the default board (recommended)
      • Do nothing
    • Fallback Company -- The company to assign if the client cannot be matched.
  4. Click Save.

Step 3: Start Forwarding ​

Share the mailbox address with your team. Technicians can forward client emails to it at any time. Junto automatically picks up new messages from the mailbox.

Managing Mailboxes ​

From the Email Mailbox settings page, you can:

  • View connected mailboxes with their email address, display name, and default board.
  • Toggle a mailbox Active or inactive to pause processing.
  • Delete a mailbox to remove it permanently.

Troubleshooting ​

  • "Need admin approval" when connecting -- A Microsoft 365 admin must grant tenant-wide consent first. Use the Grant Admin Consent button on the settings page.
  • Emails not being processed -- Verify the mailbox is set to Active and that the Microsoft 365 connection is healthy.
  • Wrong company matched -- Verify the sender's email address and company are correctly linked in your ConnectWise contact records.
  • No notification received -- DM notifications require Slack or Teams to be connected. The email is still processed regardless.