Office 365 Ticketing System - Jitbit Helpdesk Integration

Looking for an Office 365 ticketing system that works with your existing Microsoft stack? Jitbit Helpdesk connects directly to your Office 365 (Microsoft 365) mailboxes, converting incoming emails into organized support tickets. Your team keeps working in Outlook while Jitbit handles ticket routing, assignment, SLA tracking, and reporting behind the scenes.

Why use Jitbit as your Office 365 ticketing system

Most companies already run on Office 365. The problem is that Outlook alone was never designed to manage support requests. Shared mailboxes lack ticket assignment, SLA enforcement, collision detection, and performance reporting. Jitbit fills that gap without forcing your team to abandon the tools they already use.

Here is what the Office 365 integration gives you:

• Automatic ticket creation - emails hitting your Office 365 mailbox become helpdesk tickets instantly
• Two-way sync - replies sent from Jitbit go out through your Office 365 SMTP servers, so customers see responses from your domain
• Modern authentication - connects via Microsoft Graph API and OAuth 2.0, not legacy app passwords
• SAML single sign-on - agents and end-users log in with their existing Azure AD / Microsoft 365 credentials
• Account synchronization - user data stays consistent between Jitbit and your Active Directory

Converting Office 365 emails into support tickets

The core of any Office 365 ticketing system is the email-to-ticket pipeline. Jitbit's incoming mail connector monitors your Office 365 mailbox and automatically creates tickets from new messages. Replies to existing conversations are threaded onto the correct ticket, and file attachments carry over.

To connect your Office 365 mailbox:

1. Navigate to Administration > Email
2. Click Edit incoming mailboxes
3. Select Office 365 as the server type
4. Follow the on-screen OAuth authorization flow
5. Click Test to verify the connection

Once connected, every email sent to that mailbox becomes a trackable ticket. No messages slip through the cracks, and your support team gets a single dashboard instead of digging through a shared inbox.

For detailed setup guides, see:

• How to connect Office 365 shared mailboxes
• Office 365 integration setup guide

Sending ticket replies via Office 365 SMTP

Jitbit does not just receive email from Office 365 - it sends replies through your Office 365 servers too. This means outgoing notifications and agent responses come from your own domain, improving deliverability and keeping your branding consistent.

To configure outbound email:

1. Go to Administration > Email
2. Scroll to SMTP Settings
3. Click Connect to Office 365 and complete the OAuth authorization
4. Click Save

With both inbound and outbound channels connected, the entire email flow runs through Office 365 while Jitbit handles the ticketing logic: assignment rules, SLA tracking, automation rules, and reporting.

Office 365 GCC (Government Cloud) support

Setting up the Office 365 connector for GCC (Government Community Cloud) customers requires a few additional configuration steps. See our GCC setup guide for the full walkthrough.

SAML single sign-on with Azure AD and Office 365

If your organization uses Azure AD (now Microsoft Entra ID) or Office 365, you can enable SAML single sign-on so agents and end-users authenticate with their existing Microsoft credentials. No separate passwords, no extra accounts.

Here is how SAML SSO works with Jitbit:

1. A user clicks "Sign in with Office 365" on the Jitbit login page
2. Microsoft's identity service verifies their credentials
3. A signed SAML token is passed back to Jitbit, confirming the user's identity and permissions
4. The user is logged in automatically - no re-entering passwords

This removes friction for your team and strengthens security by centralizing authentication through Azure AD. For step-by-step setup instructions:

• Microsoft's Jitbit Helpdesk SSO tutorial
• Jitbit single sign-on documentation

Works with the rest of your Microsoft stack

The Office 365 integration is just one piece. Jitbit also connects with other tools in the Microsoft ecosystem:

• Microsoft Teams - receive ticket notifications in your Teams channels
• Active Directory - sync users and groups automatically
• Exchange Server - for on-premise Exchange environments
• Azure hosting - deploy the self-hosted version on Azure VMs or App Service

See the full list of Jitbit integrations for more.

Get started with Jitbit and Office 365

Jitbit Helpdesk turns your Office 365 mailbox into a professional ticketing system in minutes. You keep Outlook, Azure AD, and Teams - Jitbit adds the ticket management layer your support team needs. Start with a free trial of the SaaS version or explore the self-hosted option if you need full control over your data.