BoldDesk uses OAuth‑based connections for secure IMAP/SMTP access on Microsoft accounts. When a token expires, inbound syncing or outbound delivery can pause until you Reauthenticate the channel in Admin. Tokens generally follow Microsoft’s lifetime rules, and BoldDesk provides in‑app reminders before expiry.

1. Navigate to Admin -> Emails.

2. Select the required support email.

3. On this page, locate and click the Reauthenticate button.

4. You will be redirected to the Microsoft Login page. Complete the login process to reauthenticate your email.
   

   
   
   

Following these steps will help maintain seamless email operations and ensure continued access to your support email services.

Understanding Email Retrieval and Reauthentication in BoldDesk

When retrieving emails, BoldDesk currently supports fetching messages from the previous day only. This means emails older than 24 hours—such as those from two or three days ago—cannot be automatically retrieved. If a day is missed due to token expiration or another issue, those older emails will not be pulled into the system retroactively.

To prevent disruptions, it’s important to keep your Microsoft authentication token up to date. Microsoft provides a notification 10 days before a token expires, and BoldDesk will display an in-app banner as a reminder. Reauthentication is required every 90 days to maintain uninterrupted email fetching.

If emails were missed during the reauthentication period, they can still be recovered. Simply manually forward the missed emails—up to two weeks old—to your helpdesk email address. BoldDesk will process these messages and create corresponding tickets, ensuring no important communication is lost.

FAQs

Q1: How often do Microsoft OAuth tokens require reauthentication for support email channels?
A: Tokens follow Microsoft’s lifetime policy; BoldDesk guides admins to reauthenticate from Admin → Email when prompted by the in‑app banner.

Q2: We reconnected, but older emails didn’t import. Is that expected?
A: Yes. After a gap, mail older than ~24 hours isn’t auto‑retrieved. Forward missed mail (up to two weeks) to your helpdesk address to ingest them as tickets.

Q3: During re‑auth, the browser selects the wrong Microsoft account. What should I do?
A: Re‑authenticate in a private/incognito session or add the support mailbox as a separate browser account, then run Reauthenticate again.

Q4: Does BoldDesk support POP3 for syncing?
A: No. BoldDesk supports IMAP for mailbox syncing (and forwarding as an alternative). POP3 is not available.

Related Article:

Configuring Support Email using IMAP with Microsoft OAuth in BoldDesk