As Microsoft has disabled Basic Authentication for Microsoft Entra ID logins, this means that Office 365 mail accounts must use OAuth2 in order to login to send and receive emails.
Before adding your Office365 account, you will need to configure an OAuth2 app within Microsoft Entra. Please follow the guide here and make a note of the Client ID and Client Secret before proceeding.
We recommend logging into Deskpro in a Private Browsing / Incognito window during this installation, as active logins to Office365 in your browser could override the login section, and log Deskpro in as the wrong user.
In order to add a mail account to your Deskpro On-Premise installation, first login to your admin panel, then navigate to Admin > Channels > Email > Email Accounts
If you have an existing Office365 email account configured in Deskpro, select that and skip to Step 4.
Click on ‘New Email Account’ in order to create a new email account.
Enter your Office365 email account in the Email Address field, click the toggle to Enable the email account and select ‘Ticket Email Account’ type.
If your Office365 account is configured to use a custom domain, specify that email address and not the .onmicrosoft.com address. This will be the email address which Deskpro uses to send outbound mail from this account.
For Account Details, there are two options, Office365 (Exchange) and Office365 (POP3/SMTP). We recommend using the Exchange method for Office365 emails. Please consult with your Office365 administrator to see if you have any limitations on how to connect to your mail account.
If you select Office365 (Exchange), you will have the option to configure a custom exchange server address if required. The address outlook.office.com should work for most users, but please confirm with your Office365 administrator.
Using OAuth2
At this point you will have the option to manually configure your Office365 mail account, or to use OAuth. The manual method is deprecated by Microsoft and is not recommended.
To configure your OAuth account, choose OAuth under authentication methods, click on ‘Get Access Token’ button, a window will open with a choice to either use deskpro to authenticate with Office365 or to use your own app.
Deskpro to authenticate option will need you to log in to your Office 365 account and grant Deskpro access to your emails. Use your own app option will require client ID and client secrets generated from an application within Microsoft Entra ID
Use Deskpro to authenticate with Office 365
After selecting the first option pressing connect, the Deskpro OAuth provider will prompt you to grant permission to access your emails - check the box and click allow
Use your own app
Before adding your Office365 account with this method, you will need to configure an OAuth2 app within Microsoft Entra. Please follow the guide here and make a note of the Client ID and Client Secret before proceeding.
After choosing to connect using your own app, you will be prompted to enter your Client ID and Client Secret.
This would be where you would place your Client ID and Client Secret generated by the Azure AD app. If you do not have this information, instructions on how to generate them can be found here
Entering your Client ID and Client Secret then clicking Save will then open a popup window asking you to sign into your Office365 account. This account will be the one you wish to add to Deskpro.
Once you have signed in with your login credentials, Microsoft will prompt you confirm the permissions requested by Deskpro. Click ‘Accept’ to continue. If you have any form of Multi-Factor Authentication enabled for this account, you will also be asked to confirm your login through that.
When the pop-up window closes, you should now see the Access Code has been filled. You can now click Create at the bottom of the page to set up your email account.
Your Office365 email address should now be configured to send and receive emails.
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