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If you see a banner stating, 'Please reauthorize your Email settings. Learn more about it here or finish the setup in Email settings', you have to perform one of the below actions:

Case 1: Microsoft Basic Auth depreciation and migration to OAuth


Microsoft will deprecate support for Basic Authentication on online exchange servers due to security protocols. Going forward, Microsoft will only support OAuth for Microsoft Office 356 servers.


OAuth is an open-standard authorization protocol that allows applications to secure designated access. OAuth doesn’t share password data but uses authorization tokens to establish the identity between consumers and service providers. OAuth is an authentication protocol that allows you to approve one application interacting with another on your behalf without giving away your password.


If you are using Microsoft as a custom mail server in Freshdesk and if you have already configured

basic authentication, then : 


You will see a banner inside your helpdesk as shown below:


  • Go to Admin > Channels > Email, click on Microsoft Office 365, and use 'Sign in with Microsoft' to re-authorize your support mailbox.
  • The migration takes place in the backend, and you will need to re-authorize it with your Microsoft credentials. 
  • Enter your username and password, and the authorization will be confirmed.
  • The existing Microsoft configuration will be replaced with the OAuth-based Microsoft configuration.
    This migration will not have any impact on your helpdesk activities nor on any email incoming/outgoing activities. 
  • Once the authentication is successful, you will see a confirmation message.




  • If you see any errors, as shown below, enable IMAP and Authenticated SMTP to authenticate.







If you are a
 new customer setting up the Microsoft OAuth for the first time,  go to Admin > Channels > Email > New support email > Use your own mail server.

1. You can choose to use the mail server for ‘Incoming only,’ ‘Outgoing Only,’ or ‘Both.’

2. For ‘Incoming only’ and ‘Both,’ you can delete emails from the server after fetching them to Freshdesk.

3. Authenticate OAuth2.0 using your Microsoft credentials. Once the authentication is successful, you will see a confirmation message.




Modification of Email Configuration:


  1. If you are already using a Microsoft account and want to switch to another new Microsoft account for OAuth, enter the credentials for the new account and follow the normal procedure. 
  2. If you are using a Gmail account and want to switch to Microsoft account for OAuth, choose Microsoft Office 365, sign in with Microsoft, and follow the normal procedure.


1. Existing basic authentication details can be viewed in the ‘Others’ section.
2. Please provide the primary email address in the "Your support email" section if you use a shared mailbox.
3. We also support OAuth for personal accounts like Outlook.com and hotmail.com
 


Click here to learn how to use the custom mail servers for incoming and outgoing emails.


Case 2: Reauthorization required for Other and Gmail mailbox: 

If you are using 'Other' or Gmail mailbox and you see a message as “Reauthorization required” in Email settings, this means that your password might have expired or changed. Check your username and provide your password again to reauthorize it.


Case 3: Reauthorization required for Microsoft Office 365 OAuth mailbox:

If you are using Microsoft Office 365 mailbox, check if you have already migrated to OAuth. If not, follow the 'Case 1' procedure. If yes, then you will see a message, 'Your Microsoft Office 365 credentials have expired. Please sign in again,' as shown below:


Click on 'Sign in with Microsoft' to complete the reauthorization. Finally, click on the 'Save' button after each of the above steps to complete the authorization.


FAQ:


Q: Why the Microsoft credential expire?
A: Microsoft credentials can expire for several reasons. One reason is that your password has been changed, or there has been a caching conflict on your device. Another reason is that if you closed your Microsoft account, you have 60 days from that closure to sign in and reopen it. After that 60 days, your account and data expire. If you haven’t signed in to your account for a long time, it might expire due to inactivity.


In the case of Freshdesk, if you are using Microsoft as a custom mail server and have already configured basic authentication, you may need to reauthorize your support mailbox when your Microsoft 365 credentials expire. This can be done by going to Admin > Channels > Email, clicking on Microsoft Office 365, and using ‘Sign in with Microsoft’ to re-authorize your support mailbox.