BoldDesk allows you to connect a Microsoft 365 email mailbox even when traditional SMTP credentials are not available or not supported. Instead of SMTP, BoldDesk supports Microsoft OAuth authentication, which provides a secure and modern way to configure outgoing email communication. This article explains how to configure a Microsoft 365 mailbox in BoldDesk using OAuth authentication and outlines the expected workflow and common questions.

When to Use This Configuration

Use this method if:

• Your Microsoft 365 tenant does not allow SMTP authentication
• Basic authentication is disabled in Microsoft 365
• You want a more secure, OAuth‑based email setup
• You are configuring outgoing emails in BoldDesk

Prerequisites

Before you begin, ensure the following:

• The Microsoft 365 email account is active
• You have valid login credentials for the mailbox
• You are signed in to the Microsoft account during setup
• You have Admin access in BoldDesk

Configuration Steps for Microsoft 365 Email Using OAuth

Follow these steps to configure your Microsoft 365 mailbox in BoldDesk without SMTP:

1. Navigate to Admin > Channels > Emails
2. Click on Add Email
3. Select the brand and category (optional).
4. Choose Email Setup Type as Connect a support email account.
5. Choose the Email Usage Type as either incoming and outgoing emails, incoming emails only, or outgoing emails only.
6. Select Microsoft 365 as the Email provider and click on next.
   
   
   
   
   
7. From the next page provide the following information.
   • Display name: The name specified here will be used as the display name for emails sent through the portal.
   • Email Address: This is also your Reply-to address for emails sent from the portal. If you are not receiving emails, check with your organization’s IT admin team. For custom email addresses, after updating this, DKIM entries also need to be added for proper email functioning.
8. Under Outgoing Emails, click on sign in once the email provider is chosen as Microsoft 365.
9. In the next page you will be redirected to the Microsoft sign-in page. Provide your email address and password (for example, [email protected]). Your email address will be logged in and authenticated to be used for outgoing emails. This selection indicates that the email will be used for sending messages from BoldDesk.

Authenticate Using Microsoft OAuth

1. When prompted, sign in using the same Microsoft 365 account you entered earlier.
2. Complete the Microsoft login flow.
3. Grant the requested permissions when asked.

Once authentication succeeds, BoldDesk securely connects to Microsoft 365 using OAuth instead of SMTP credentials.

How This Authentication Works

1. BoldDesk initiates an OAuth authentication request.
2. Microsoft prompts you to sign in.
3. Microsoft validates your identity and permissions.
4. A secure OAuth token is generated.
5. BoldDesk uses this token to send outgoing emails on your behalf.

Common Use Cases

• Sending ticket replies from a Microsoft 365 mailbox
• Avoiding SMTP authentication errors
• Meeting Microsoft security and compliance requirements
• Using modern authentication standards

Troubleshooting (OAuth Outgoing Email Configuration)

Microsoft Sign-in Window Does Not Appear

• Ensure the browser allows pop-ups for the BoldDesk domain.
• Regenerate secure OAuth token.

Authentication Fails Due to Incorrect Identity

• Confirm the Microsoft sign-in uses the same email address entered in BoldDesk.
• If multiple Microsoft sessions exist in the browser, sign out of other accounts or use a private/incognito window.

Authentication Fails Due to Expired Session

Restart the OAuth sign-in flow and complete the sign-in promptly.

Password is Rejected

Verify the Microsoft 365 mailbox password is correct and the mailbox is active.

Frequently Asked Questions

1. Do I need SMTP credentials for Microsoft 365?
   No. With this setup, SMTP credentials are not required. BoldDesk connects using Microsoft OAuth authentication, which replaces traditional SMTP authentication.

2. Can this be used if SMTP is disabled in Microsoft 365?
   Yes. This method is specifically designed for environments where SMTP authentication is disabled or restricted.

3. Is this configuration secure?
   Yes. OAuth authentication is more secure than traditional SMTP, as it:

   • Uses token‑based access
   • Avoids storing passwords
   • Respects Microsoft security policies

4. Can this configuration be used for incoming emails?
   No. In this setup, the email server is configured only for outgoing email. Inbound email handling depends on your MX records and email forwarding configuration.

5. What account should I log in with during authentication?
   You must log in using the same Microsoft 365 email account that you are configuring in BoldDesk.

6. What happens if the Microsoft account is not logged in during setup?
   OAuth authentication will fail. Ensure the Microsoft account is active and logged in at the time of configuration.

Related Articles

1. How to Reauthenticate a Microsoft OAuth Support Email in BoldDesk
2. Troubleshooting Email Errors: Enabling IMAP and SMTP Access in Office 365