Keep the mailbox, add a ticketing layer
Most small support teams already have a support@ mailbox on Microsoft 365 or Google Workspace. You do not need to move it. A ticketing tool connects to that mailbox, reads new emails as they arrive and sends replies through it, so customers see no change.
Step by step
The same five steps apply to both providers.
- List every address customers write to, such as support@, bookings@ and accounts@.
- Connect each mailbox by signing in through the provider’s own consent screen (OAuth). Avoid any tool that asks you to share the mailbox password.
- Create teams that match how you work, and give each team its signature.
- Add response templates and an automatic acknowledgement with a ticket reference.
- Block addresses and domains that only send spam, so they stop creating tickets.
Check how the tool syncs
Ask whether the tool polls the mailbox on a timer or receives push notifications. Microsoft 365 and Gmail both offer official push APIs, which let a ticket appear seconds after the email arrives.
Also check that sync is two-way: replies sent from the helpdesk should appear in the mailbox’s Sent folder, and conversations should stay in one thread.
What about other mail servers?
If your mail runs on cPanel, Zimbra or another server, look for IMAP support. M-Reply holds a live IMAP connection and creates tickets in under 30 seconds, compared with under 10 seconds on Microsoft 365 and Gmail.