Microsoft has deprecated Basic Authentication for IMAP in Microsoft 365 and Outlook accounts to improve security. As a result, OAuth authentication is now required when connecting Microsoft mailboxes through IMAP. BoldDesk supports Microsoft OAuth, allowing you to securely connect your Microsoft 365 or Outlook mailbox and automatically convert incoming emails into support tickets.

This article explains how to configure a support email address using IMAP with Microsoft OAuth in BoldDesk.

Why OAuth for IMAP?

OAuth provides a secure and modern authentication method for connecting Microsoft mailboxes.
Benefits include:

• Enhanced Security: Eliminates the need to store mailbox passwords.
• Microsoft Compliance: Aligns with Microsoft’s modern authentication requirements.
• Secure Access: Grants delegated access to the mailbox without exposing credentials.
• Improved Reliability: Supports Microsoft’s recommended authentication model for Microsoft 365 and Outlook.

Prerequisite

Before configuring the support email address, ensure that:

• You have Administrator access in BoldDesk.
• The Microsoft mailbox is active and accessible.
• IMAP is enabled for the mailbox.
• The mailbox has a valid Microsoft 365 or Outlook account.
• You know the Microsoft account credentials.
• The Microsoft account used for OAuth authentication matches the support email address being configured.
• The account is not restricted by policies that prevent Microsoft OAuth sign-in.

Check out this video tutorial for more details.

Steps to Configure IMAP with OAuth in BoldDesk

Follow the steps below to configure your Microsoft mailbox.

Step 1. Open Email Configuration

1. Navigate to Admin → Emails.
2. Click Add Email.

The Add Email page opens with two configuration sections:

• Basic

• Server
  

  
  
  

Step 2. Configure the Basic Section
In the Basic section, configure the general details of the support email address.

1. Select the desired Brand from the dropdown list.
   • If your organization manages multiple brands, select the brand that should be associated with tickets created through this email address.
2. Select a Category (optional).
   • Incoming tickets created through this email address will automatically be assigned to the selected category.
3. Under Email Setup Type, select Connect a Support Email Account.
4. Select the appropriate Email Usage Type.
   Choose one of the following options based on how you want to use the mailbox:
   • Incoming and outgoing emails - Use the mailbox to receive customer emails and send email responses from the same address.
   • Incoming emails only - Use the mailbox only to receive customer emails and convert them into tickets.
   • Outgoing emails only - Use the mailbox only for sending notifications and email responses.

5. Under Email Provider, select Microsoft Office 365.

6. Then click Next to proceed to the server page.

   
   
   

Step 3. Configure the Server Section
In the Server section, authenticate your Microsoft mailbox and establish the IMAP connection.

1. Enter Display Name for the sender.

   • This is the sender name customers will see when receiving email responses from your support team.

2. Enter the Support Email Address that customers will use to contact your support team.

3. Verify that Microsoft Office 365 is selected as the email provider under Incoming Emails.

4. Click Sign in with Microsoft.

   • Sign in using the same Microsoft account specified in the Support Email Address field.
   • Review the permissions requested by Microsoft.
   • Click Accept to grant BoldDesk access to the mailbox.
   • Wait for the authentication process to complete successfully.

5. Choose how existing emails should be handled.
   • Skip Existing Emails - Only emails received after completing the configuration will be processed.
   • Retrieve Emails from Previous Day - Imports emails received during the previous day.

Step 4. Add the Support Email Address
After completing both the Basic and Server sections:

1. Verify that all configuration details are correct.

2. Confirm that Microsoft authentication has been completed successfully.

3. Review the selected email import option.

4. Click Add.
   

   
   
   

Common Error & Fix

Error: Authentication required

Cause
Microsoft OAuth authentication was not completed before clicking Add.

Solution

• Click Sign in with Microsoft.
• Complete the Microsoft authentication process.
• Return to the configuration page.
• Click Add again.

Error: Support email address and IMAP username must be the same.

Cause:
The support email address differs from the Microsoft account used during OAuth authentication.

Solution:
Ensure that the same email address is used for:

• Support Email Address
• Microsoft OAuth Authentication Account

Error: IMAP access is disabled.

Cause

IMAP is disabled for the Microsoft mailbox.

Solution
Enable IMAP access for the mailbox in Microsoft 365 and then reconnect the mailbox in BoldDesk.

Frequently Asked Questions

1. Why did Microsoft remove Basic Authentication?
   To improve security and prevent credential-based attacks.

2. How often do I need to reauthenticate?
   Every 90 days, as per Microsoft’s token policy.

3. Can I sync older emails?
   Yes, by choosing Retrieve emails from previous day; however, the synchronization process might require more time.

4. How to configure IMAP in Outlook?
   IMAP configuration in Outlook is the same as the one described above for Microsoft.

Related Articles

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3. Microsoft SSO Approval Required in BoldDesk – Causes and Fix