Skip to main content
Help Center

Use the Outlook add-in

With the Outlook add-in you turn an Outlook email into a ticket, choose channel, status and owner, and track the ticket status directly in Outlook.

Prerequisites

  • Microsoft Outlook and a teamspace account
  • An API access in the configuration area (for connecting the add-in)

Anyone who still receives customer emails in Outlook and wants to move them into the ticketing system uses the Outlook add-in. In a few clicks you turn an email into a ticket, choose channel, status and owner — and then carry on working in the ticket as usual. Follow-up emails land automatically on the right ticket, because the ticket ID is in the subject and teamspace matches them by it.

TODO-OPEN · TICKETS-T06 · CLAUDE

TICKETS-15 (add-in dialog “Create ticket” in the new Outlook) and TICKETS-16 (preview card with ticket ID, handler, channel/status, elapsed time) were captured and embedded on 2026-06-24. Still open: the manual matching of a follow-up email and the installation/configuration path — that still requires a real Outlook environment with the add-in installed.

New Outlook with a selected email and the teamspace add-in open in the Apps panel: choice 'Create ticket / match email' (New ticket), ticket channel Support, owner Benni, ticket status Automatic, selected email and the 'Create ticket' button
Outlook inbox with the teamspace add-in active: email selection and the "Create ticket" dialog with the fields Ticket channel, Ticket status, Owner.

When the add-in helps

The add-in is for the transitional case — you use teamspace as your ticketing system, but your customers still write directly to your personal email address instead of to the central support address. Instead of forwarding emails by hand, you move them into a ticket via the add-in. As soon as the email is in the ticketing system, everything runs as usual:

  • The email gets a ticket ID.
  • Follow-up emails are matched to the ticket automatically by the ID.
  • Owner, workflow, escalations, SLA display — everything is available.

Turning an email into a ticket

You select the email in Outlook, open the add-in and fill in three fields:

  • Ticket channel: which channel the ticket should be routed into (Support, Sales, Recruitment, your own channels).
  • Ticket status: which status the ticket should start with — typically New for new matters, In progress when you take it on directly yourself, Successfully closed for emails that are only to be documented.
  • Owner: who is responsible for the ticket — you yourself or a colleague.

With a click on the confirmation button, teamspace creates the ticket. The email is entered as the first activity in the history, the contact matched with the CRM by the sender address. You can carry on working straight away in the ticketing system — or stay in Outlook for now and track the status.

Tracking the ticket status from Outlook

After the move, the add-in shows a preview card on the email in Outlook with the most important values:

  • Ticket ID: the unique number of the ticket.
  • Owner: the employee currently entered as the owner.
  • Channel and status: where the ticket sits and which workflow stage it is in.
  • Elapsed time: since the ticket came in.

You also see the latest ticket activity — for example “handed over to Tom Kraus” or “successfully closed” — directly in Outlook, without having to switch to the ticketing system.

Preview card of the teamspace add-in on an Outlook email after ticket creation: subject 'CamScanner 23.06.2026 12.01.pdf', ticket ID 5p-184382, contact Thorsten Lenk, owner Benni, channel Support, elapsed time 0h 00 and status New
Preview card of the add-in in Outlook with ticket ID, owner, channel/status and elapsed time.

When the same email comes in again

If the customer replies later and the ticket ID is in the subject, the follow-up email is matched automatically to the existing ticket — even if it lands in Outlook again. If the follow-up email reaches you without a ticket ID in the subject, you can match it manually to the existing ticket via the add-in, instead of creating a new one.

Installation

The add-in is installed once per Outlook profile. The exact steps depend on your Outlook version and mail server — with Microsoft 365 the installation runs through the Microsoft Admin Center, with local Outlook installations usually via a dedicated installation file.

⚙ Prerequisite: For the add-in to make contact with the teamspace installation, an API access must be set up in the configuration area. If you need help with the installation, get in touch with support.

When the add-in is not used

For most teams the clean alternative is to route all customer emails directly to a central address (e.g. support@yourcompany.com) that is connected to a mail account of type Ticket. Then all tickets come about automatically, without anyone having to do anything in Outlook. When the pure email-ticket route works is covered in Create tickets; the configuration of the mail account in Ticketing system basic configuration.