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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.

Tech Notes & Time Entries ​

Anything you write above the forwarded content becomes your note to the agent — context, instructions, or what you already did. Signatures are stripped automatically, and Outlook, Gmail, and Apple Mail forward formats are all recognized.

If your note mentions time — "15m", "2 hours", "1h 30m", or "1:30" — it's captured and logged as a time entry on the ticket, attributed to you.

Because the agent reads the forwarded headers to find the original sender, the ticket contact is set to the client — not the forwarding technician.

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.

Trusted Senders (Anti-Spoofing) ​

Junto only processes emails whose sender is a known email address belonging to an active ConnectWise member. Email from any other address — including internal aliases like admin@ that aren't tied to a member — is ignored and nothing is created.

This is deliberate, and we recommend keeping it locked down:

  • Ticket creation can trigger automation. A new ticket may match a runbook and — with auto-run enabled — execute real actions against client environments. The ability to create a ticket is the ability to trigger that automation, so it's restricted to verified senders.
  • From addresses are easy to forge. Anyone can put your address in an email's From field. Junto verifies the sender against your synced ConnectWise member records and standard email authentication, so a spoofed message can't create tickets in your PSA.

Forwarded mail often fails standard email authentication in transit (mail relays and email signature services are common culprits). Junto accounts for this: legitimate internal forwards from verified members still go through, while spoofed external mail stays blocked.

Tip: If a forward didn't create a ticket, the most common cause is the sending address. Forward from the mailbox tied to your ConnectWise member record — not a shared alias or secondary address.

Co-Managed Companies ​

In co-managed environments, a client's internal IT person often triages issues themselves and forwards the rest to you. Since they aren't a ConnectWise member, they can't email tickets in directly — and if one of your techs forwards on their behalf, the ticket may need its contact corrected.

The clean pattern:

  1. Have your tech forward the email as usual. The agent sets the contact from the original sender when it can identify them.
  2. Pair it with a short runbook for that company, along the lines of: "Review the ticket, reassign it to the correct contact and company, then return the ticket to the New status."
  3. Once it's working reliably, set the runbook to auto-run so the cleanup happens without anyone clicking approve.

This keeps ticket creation locked to trusted senders while still landing co-managed tickets on the board with the right contact.

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.
  • Forwarded an email but nothing was created -- The sending address must belong to an active ConnectWise member. Check that you forwarded from your member email address, not an alias (e.g., admin@) or a personal account. See Trusted Senders.
  • Wrong company or contact matched -- Verify the sender's email address and company are correctly linked in your ConnectWise contact records. If the forward format hid the original headers, add the client's details to your note, or use the co-managed runbook pattern.
  • Time entry missing -- Make sure the time is in your note above the forwarded content, in a recognized format ("15m", "1h 30m", "2 hours", "1:30").
  • No notification received -- DM notifications require Slack or Teams to be connected. The email is still processed regardless.