The email activity panel sits beside a message in a shared mailbox and shows who is involved and what work is related to it. It surfaces the related contacts, help desk tickets, and issues for the open email, and lets you link the message to an existing ticket or create a new ticket from it. The panel appears only for shared mailboxes, since personal mailboxes stay private.
Open the activity panel
Open a message in a shared mailbox, then toggle the related activity panel from the message view. The toggle is available when the message is in a shared mailbox and you have access to the help desk or contacts, so it stays hidden for private personal mailboxes. If you have not set up a team address yet, see setting up a shared mailbox.
See related contacts
The panel lists the people on the message, grouped by their role as sender or recipient. For each participant you can open the matching contact record, or create a new contact from their address and name when one does not exist yet. Viewing contacts requires access to the contacts feature.
See help desk tickets
When you have help desk access, the panel shows two groups of tickets.
- Linked tickets: tickets that are directly linked to this email.
- Contact tickets: other tickets raised by the same contacts, so you can see their history.
Select a ticket to open it, and load more when a group has additional pages.
See related issues
If you have access to issues, the panel also lists related DevOps issues for the message, and you can open any issue directly. This connects a customer email to the engineering work that addresses it.
Link a message to a ticket or create one
From the panel you can turn an email into support work in one place. A dialog opens with two tabs, so you can either attach the message to an existing ticket or create a new ticket that carries the email subject and body across.
- Link an existing ticket: search for a ticket and attach this email to it. This needs permission to update tickets.
- Create a ticket from the email: raise a new ticket prefilled from the message and the sender. This needs permission to create tickets.
- Unlink: remove the link between a ticket and the email when it no longer applies.
The activity panel pairs well with everyday inbox work, so see managing emails: viewing, filtering, and organizing for the rest of the shared mailbox workflow.
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