Configuring Support Email using IMAP with Microsoft OAuth in BoldDesk
Microsoft has deprecated Basic Authentication for IMAP in Office 365 to improve security. As a result, OAuth authentication is now mandatory for IMAP access. BoldDesk fully supports this change, allowing you to connect IMAP using OAuth. This guide provides step-by-step instructions to configure IMAP with OAuth in BoldDesk.
Why OAuth for IMAP?
- Enhanced Security: OAuth eliminates password-based authentication vulnerabilities.
- Compliance: Aligns with Microsoft’s security standards for Office 365.
- Continuous Access: Tokens allow secure, delegated access without storing credentials.
Check out this video tutorial for more details.
Steps to Configure IMAP with OAuth in BoldDesk
Follow the steps below;
Step 1. Log in as Admin
- Sign in to your BoldDesk admin account.
Step 2. Navigate to Email Settings
- Go to Admin → Email → Add Email.
Step 3. Add Custom Email
- Select Custom Email and enter your email address.
Step 4. Assign Brand and Category
- Choose the Brand for ticket association.
- Optionally, select a Category for ticket classification.
Step 5. Configure Email Details
- Enter Display Name for the sender.
- Set Email Type as Custom Email Address.
- Provide the Email Address customers will use.
Step 6. Configure Incoming Emails
- Under Incoming Emails, select:
- Server: Custom (IMAP)
- Provider: Microsoft Office 365
- Click Sign in with Microsoft and complete OAuth login.
Step 7. Import Settings
- Choose:
- Skip existing emails OR
- Retrieve emails from previous day
- Click Save.
- Microsoft refresh token lifetime is 90 days. You will need to reauthenticate your tokens every 90 days.
- After the emails are synced, our system will mark them as read.
- The IMAP synchronizer is a CRON job that will sync every few minutes, so you may experience a slight delay in syncing.
- If you choose to “Retrieve emails from the previous day,” it may take longer to sync your emails from the previous day. New emails will only be synced after all older emails have been completed.
Common Error & Fix
Error: Support email address and IMAP username must be the same.
Cause: Different email addresses entered in Support Email Address and Authentication (IMAP username) fields.
Solution: Ensure the same email address is used in both fields.
Frequently Asked Questions (FAQs)
Q1: Why did Microsoft remove Basic Authentication?
A: To improve security and prevent credential-based attacks.
Q2: How often do I need to reauthenticate?
A: Every 90 days, as per Microsoft’s token policy.
Q3: Can I sync older emails?
A: Yes, by choosing Retrieve emails from previous day; however, the synchronization process might require more time.
