If you are getting a banner stating “Please reauthorize your Email settings. Learn more about it here or finish the setup in Email settings” then there are three possibilities as follows:
Case 1: Microsoft Basic Auth depreciation and migration to OAuth
Microsoft is going to deprecate the support for Basic Authentication on online exchange servers due to security protocols. Going forward, Microsoft will only support OAuth for Microsoft Office 356 servers. Click here to learn more.
OAuth is an open-standard authorization protocol or framework that provides applications the ability to secure designated access. OAuth doesn’t share password data and instead uses authorization tokens to prove an 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 and click to Re-authorize the account. Once you enter the ‘Username and Password’, the authorization will be confirmed and the existing Microsoft configuration will be replaced with the OAuth-based Microsoft configuration.
* The migration takes place in the backend and you will need to re-authorize it with your Microsoft credentials.
* 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 will be able to delete emails from the server after fetching it 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.
* Existing basic authentication details can be viewed in the ‘Others’ section.
* Please provide the primary email address in the "Your support email" section if you are using a shared mailbox.
* Click here to read more on 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 then your password might have expired or changed. Please 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 then check if you have already migrated to OAuth. If no, please 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.