Hey everyone! I'm currently checking out Freshservice and need some help with setting up the support email through Oath. I think I've got it working, but when I logged in with my company email, all the messages sent to that email were automatically turning into support tickets.
I entered [email protected] as the support email - it's a shared mailbox and I've got delegate access. My assumption was that it would only pull emails specifically from that shared mailbox. I'm a bit confused about the right setup here. Is a shared mailbox enough for this? Also, does it require a Microsoft License for the mailbox to authenticate with Freshservice?
I'd love to hear how others have configured this. Thanks!
3 Answers
When setting up Freshdesk, I had a similar experience. I used a support@ mailbox, and it only worked when I logged in as that specific account. If you logged in as yourself, it might be using your personal mailbox instead. There are options for shared mailboxes, and I found a Microsoft article that might help here: https://learn.microsoft.com/en-us/answers/questions/162233/shared-mailbox-oauth-access.
Yeah, it authenticates based on the account you're signed in with, which can get annoying sometimes. We ended up using a low-cost licensed account for our setup. Another option is to forward emails to the Helpdesk account linked with Freshdesk, but you might want to keep everything within your tenant.
Ugh, yeah, we definitely want to keep our emails centralized.
If I remember correctly, shared mailboxes aren’t fully supported. I can check our configuration and confirm it tomorrow for you.
Thanks! I really appreciate your help on this!
I feel you on that. I thought being a delegate would be enough, too.