Microsoft 365 Integration Overview - Start Here

Before making any changes to CommTrak Settings or Microsoft 365 configuration, please ensure that you understand the ramification of such changes. Incorrect configuration can prevent CommTrak from being able to send or receive emails.

Modification to Microsoft 365 configurations should only be completed by a competent Microsoft 365 Administrator.

This article is a high-level overview of how Microsoft 365 can integrate with CommTrak. There are three distinct areas of integration:

Sending Emails from CommTrak Using Microsoft 365 Email Accounts
Tickets-From-Email using a Microsoft 365 Email Account
Outlook Integration with CommTrak Calendar

Sending Emails from CommTrak Using Microsoft 365 Email Accounts

There are comprehensive articles (links at the end of this section), explaining the technical steps required. The following is a high-level overview:

Microsoft 365 Global Administrator grants permissions for CommTrak
Microsoft 365 Global Administrator configures Send As permissions so CommTrak can send emails from an email address other than that of the current user. For example, Workflow Task milestone emails may be sent from an email address such as provisioning@yourco.com.au, which is not the current user's email address.
Update CommTrak General Settings such that CommTrak uses Microsoft 365 for sending emails, rather than the default SMTP server.
Test the Microsoft 365 Integration to ensure that CommTrak modules can send emails as required.

Checklist

Grant Permissions for CommTrak to integrate with Microsoft 365
In Microsoft 365 settings, set Send As permissions for email addresses such as Workflow Milestone Emails
For a CommTrak user to send emails, their assigned email address in user settings must be able to send emails (e.g. the email address must be within the Microsoft 365 tenancy that has granted permissions to CommTrak).
Email field in Company Details settings must be a valid email address from which CommTrak can send emails
Update CommTrak General Settings to use Microsoft 365 for sending emails
Test all email sending features in CommTrak

The following articles provide detailed information and steps required to configure email-sending from CommTrak:

Tickets-From-Email using a Microsoft 365 Email Account

CommTrak Tickets-From-Email can use a single Microsoft 365 mailbox to receive emails from customers and convert them to Tickets. CommTrak users can send a ticket response which will use the designated Microsoft 365 email account.

The single Microsoft mailbox can be configured with multiple aliases that enable the provision of multiple email addresses that can be used for different types of ticket. For example:

sales@yourco.com.au
support@yourco.com.au
info@yourco.com.au

Each aliased email address is recognised by CommTrak, and will allocated to the correct CommTrak Ticket Department.

Please refer to the following article for detailed information pertaining to the configuration of

Configuring MS 365 Aliases / Distribution Groups

Outlook Integration with CommTrak Calendar

Users can authorise CommTrak to synchronise with their CommTrak Calendar. Events added to the user's CommTrak calendar will automatically be added to their Microsoft 365 calendar and vice versa.

For more information about configuring this feature, please refer to the following articles:

Jobs Scheduled in CommTrak are not synchronised with the Technician's MS 365 calendar. Job scheduling is intended to be a managed process, and changes to scheduled Job should be done by the scheduler. Synchronisation Jobs with user's MS365 calendar would lead to the risk of scheduled event being moved or deleted by the Technician.