How to Reauthenticate Expiring Microsoft OAuth Tokens for BoldDesk Support Emails
To maintain secure and uninterrupted email communication in BoldDesk, Microsoft OAuth tokens used for SMTP/IMAP authentication require periodic renewal. These tokens expire every 90 days as part of Microsoft’s security policy. When a token is nearing expiration, BoldDesk provides proactive alerts and offers multiple ways to reauthenticate your support email accounts. This article explains the available methods to complete reauthentication and prevent service interruptions.
Methods to Reauthenticate
You can reauthenticate your Microsoft-based support email accounts using either of the following methods:
Method 1: From Admin Settings
Use this method when you want to manually reauthenticate your email account from the Admin section.
To reauthenticate from Admin settings, do the following:
- Navigate to Admin → Emails.
- Locate the support email requiring reauthentication and click Edit.
- Click Reauthenticate.
- Complete the Microsoft login process using the correct credentials.
Method 2: From Alert Banner
This method is useful when you receive an alert in your BoldDesk portal stating:
Alert: Some of your support email IMAP refresh tokens will expire within 10 days. Re-authenticate them here to avoid service interruption. Learn more here.
The alert banner contains a hyperlink labeled “here” which, when clicked, navigates directly to the Support Emails configuration page for streamlined access to the affected email settings.
To reauthenticate using the alert banner, do the following:
- Click the hyperlink labeled “here” in the alert banner.
- On the Support Emails page, locate the email address requiring reauthentication.
- Click the Edit icon next to the email.
- In the email configuration page, click Reauthenticate.
- Follow the Microsoft sign-in process to complete reauthentication.
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Reauthentication of Microsoft OAuth tokens for SMTP/IMAP in BoldDesk must be performed every 90 days. This process ensures secure email communication and uninterrupted syncing of support emails between BoldDesk and Microsoft accounts.
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BoldDesk automatically displays an in-app alert banner 10 days before the OAuth token expires. This banner notifies the user that reauthentication is required for the affected support email account to prevent service interruption.
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Microsoft also sends a notification 10 days prior to the OAuth token’s expiration. This notification prompts the account owner to complete the reauthentication process to maintain connectivity.
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If the OAuth token expires and emails are missed during the reauthentication period, those emails older than 24 hours cannot be automatically retrieved. To recover them, the user must manually forward the missed emails (up to two weeks old) to the configured helpdesk email address. BoldDesk will then process these forwarded emails and create corresponding tickets.
Frequently Asked Questions (FAQ)
1. Why do I need to reauthenticate my Microsoft OAuth token in BoldDesk?
Microsoft OAuth tokens for SMTP/IMAP expire every 90 days as part of Microsoft’s security policy. Reauthentication ensures secure email communication and uninterrupted syncing of support emails.
2. How will I know when my token is about to expire?
BoldDesk displays an in-app alert banner 10 days before the token expires. Additionally, Microsoft sends a notification 10 days prior to token expiration.
3. What happens if I don’t reauthenticate before the token expires?
If the token expires, email fetching stops immediately. Emails older than 24 hours cannot be automatically retrieved. To recover missed emails, you must manually forward them (up to two weeks old) to your helpdesk email address.
4. How often do I need to reauthenticate?
Reauthentication is required every 90 days for Microsoft OAuth tokens used for SMTP/IMAP in BoldDesk.
5. What are the available methods to reauthenticate?
You can reauthenticate using either of these methods:
- From Admin → Emails by editing the support email and clicking Reauthenticate.
- From the alert banner by clicking the “here” link, which redirects you to the Support Emails configuration page.
6. Can I reauthenticate multiple email accounts at once?
No. Each support email account must be reauthenticated individually.
7. Will BoldDesk notify me if reauthentication is required?
Yes. BoldDesk displays an alert banner in the portal 10 days before token expiration.
8. What credentials should I use during reauthentication?
Use the correct Microsoft account credentials associated with the configured support email.
