The email activity panel brings help desk context into the email client. When you open a message in a shared mailbox, the panel shows the people on the message, the tickets connected to it, and the issues behind those tickets, and it lets you link the email to tickets or turn it into a new ticket without leaving your inbox.
Opening the Panel
The panel is available for shared mailboxes only. Personal mailboxes are private work email, so the panel is not offered for them. Open a message in a shared mailbox, then use the activity control in the viewer toolbar to open the panel beside the message. Selecting a different email refreshes the panel for that message, and switching accounts closes it.
Related Contacts
The contacts section lists the people on the email grouped by their role.
- Grouping: participants are grouped as sender, to, and cc.
- Known contacts: an address that matches a contact in your account shows the contact name and email, with an action to open the contact record.
- New contacts: an address with no matching contact offers a create action that starts a new contact prefilled with the address and name.
Related Tickets
The tickets section shows two groups so you can see both direct links and history from the same people.
- Linked tickets: tickets explicitly linked to this email. Each shows its reference, subject, status, and priority, and opens on click.
- Tickets from this contact: open tickets whose requester matches a participant of the email. This group loads ten at a time with a load more control, and it never repeats a ticket already shown as linked.
Related Issues
The issues section surfaces the development work behind a conversation. It lists the DevOps issues connected to the email through its tickets, whether those tickets are linked to the email directly or belong to a participant as the requester. Each issue shows its project key, type, priority, status, and summary, loads ten at a time, and opens on click.
Linking an Email to Existing Tickets
- Open the panel and use the link action in the tickets section.
- Search the tickets in your account and select one or more. Tickets already linked to the email are excluded.
- Confirm to create the links. The linked tickets group refreshes to include them.
Linking requires the help desk feature and the ticket update permission.
Creating a Ticket from an Email
When a message needs to become a tracked support case, create a ticket straight from the panel. The form opens prefilled with the email subject and body, and the sender is preset as the requester. If the sender is not yet a contact, one is created for the address. On save the ticket is created and linked to the email in a single step, with the channel set to email. Creating a ticket requires the ticket create permission.
Unlinking a Ticket
To correct a mistaken or outdated association, use the unlink icon next to a linked ticket. The link is removed and the ticket drops out of the linked tickets group. Unlinking requires the ticket update permission.
Linking from the Ticket Side
Linking is bidirectional. From a ticket’s Linked Entities section you can link an email in the same way, and the connection appears on both the ticket and the email. For the ticket side of linking, including merging, watchers, and creating an issue from a ticket, see the Ticket Merging, Watchers, and Entity Linking article.
Permissions and Availability
- Shared mailboxes only: the panel and its data are available for shared mailboxes, never for personal mailboxes.
- Contacts section: requires the contacts feature and the contact view permission.
- Tickets section: requires the help desk feature and the ticket view permission.
- Issues section: requires the DevOps feature and the issues view permission.
- Linking and unlinking: require the ticket update permission.
- Creating a ticket: requires the ticket create permission.