A ticketing system nobody has to learn
How Intersince turned shared mailboxes into a trackable ticketing system – without pulling the team out of Outlook. The tickets live in HubSpot; they are handled straight from the inbox.
A shared mailbox, and nobody knows the status
Customer requests at Intersince came in through shared mailboxes. Who had already picked up a request, whether someone had replied, what was still open – nobody knew reliably. Two people would answer the same person, or an email sat for days because everyone assumed someone else was on it.
In cases like this, rolling out a ticketing system rarely fails on the technology. It fails on adoption. If the team keeps working in Outlook and the ticketing system is a second window, nobody keeps it up to date. That is exactly the catch most rollouts underestimate.
Tickets in HubSpot, handled from Outlook
The ticketing system runs in HubSpot, where status, history and reporting come together cleanly. But it is handled where the team already works all day: in the Outlook inbox. An incoming email automatically creates a ticket and routes it, and n8n keeps both sides in sync. Behind it is the same HubSpot automation that takes over routine steps like routing and follow-up.
How a request moves through
Email becomes a ticket
An incoming email automatically creates a ticket and routes it. The sender gets an acknowledgement, so it is clear the request has landed.
Replies logged on the ticket
Every reply is logged on the ticket. The thread no longer hangs in one person's mailbox – it is traceable for everyone: who answered what, and when.
Follow-up when it stalls
If a case stalls, the system reminds the team to follow up. No request quietly disappears in the shared mailbox anymore.
Closing confirmation
Once a case is resolved, a closing confirmation goes out and the ticket is closed. The customer knows their request is done.
In the tool they already use
So the team keeps its environment, an Outlook add-in was built and rolled out to every user through the Microsoft Admin Center. The ticketing system comes to the team, not the other way around – and that is exactly where adoption comes from.
Rolled out centrally
The add-in was distributed to every user through the Microsoft Admin Center. No manual install, no second login.
AI reply suggestions
Every request comes with a suggested reply in the right tone – a starting point, not a rule. The agent decides what goes out.
Text correction
Spelling and phrasing are smoothed right inside the add-in before the reply is sent.
Central template manager
Standard replies are maintained in one place instead of in every mailbox separately. One change applies to everyone.
Sent through the company's own tenant
The emails from the automations are sent through Intersince's own Microsoft tenant, with proper permissions – not through an external sending account. The sender and deliverability stay the customer's own.
Before vs. after
Before – a shared mailbox
- No overview of who is handling which request
- Emails sit unanswered
- Standard replies maintained in every mailbox separately
- A second tool that nobody keeps up
After – a ticketing system in the inbox
- Every request is a ticket with status and history
- Follow-up and closing run automatically
- Templates maintained centrally, valid for everyone
- Handled in Outlook – the team had to switch nothing
Requests are traceable, nothing sits unanswered, and the team did not have to switch its tool of choice. Adoption came from the fact that the system fit into the daily routine – not the other way around.
Who this pays off for
Teams with shared mailboxes
That handle requests through info@ or service@ and lose track of who has already answered what.
Microsoft 365 organizations
That want to keep their team in Outlook instead of forcing it into a new tool.
Anyone with a ticketing system nobody uses
Because adoption failed on habit, not on technology.
Questions & answers
No. The ticketing system runs in the background in HubSpot; it is handled through an add-in right inside Outlook. The team stays in its familiar inbox.
Incoming emails in the shared mailbox automatically create a ticket and get routed. The sender receives an acknowledgement, and all replies are logged on the ticket.
AI reply suggestions in the right tone, text correction, and a central template manager. The suggestions are a starting point – the agent decides what goes out.
It is rolled out to every user through the Microsoft Admin Center. Nobody has to install anything by hand.
The emails from the automations are sent through the customer's own Microsoft tenant, with proper permissions – not through an external sending account. The sender and deliverability stay the company's own.
For stalled cases the system reminds the team to follow up, and resolved tickets are closed with a confirmation. The status of every request is visible at any time.
Requests sinking in a shared mailbox?
Let's look, in a free call, at what a ticketing system would look like that your team actually uses.