Configuring mailbox with my domain

  • 14 May 2020
  • 4 replies

Hi there

I am trying to configure a support email with my own domain and recieving this error message:

Error while verifying the mailbox imap details. Please verify server name, port and credentials

I am using Microsoft Office 365 and the default server settings are the correct ones (I double checked). The credentials are 100% correct so I really don't understand why am I receiving an error. 

The fact that I can't find where I can contact Freshdesk's support is EXTREMELY frustrating and I am seriously considering moving to Zendesk because of that.

Please advise.



4 replies

Hi Oren,

Apologies for the delay in getting back.

We believe your issue has been sorted by one of our support agents. It's very unfortunate that you were unable to find our support email address. You can reach us either through chat, email or phone. We are available 24/7 to assist you.

U.S.A. +1 (866) 832-3090

India +91 (44) 6667 8040

U.K. +44 (800) 808 5790

Australia +61 2 8188 4692

Please feel free to write to in case of any further queries.


Badge +2


It would be extremly helpful if You wrote the solution to the issue.

Unfortunately I have the same issue but the solution is nowhere to be found.

Userlevel 1
Badge +1

I have the same issue and I can not find a solution. SMTP is enabled in the server and still receiving same error

Userlevel 3
Badge +4

Hi @Ivan_CRO and @sgutierrez,


This error occurs usually when IMAP or SMTP is not enabled in your O365 mailbox settings. You can follow the steps mentioned here to see if that fixes the issue.

  • Log in to O365 Admin Center using O365 admin credentials.
  • Go to Users → Active Users and click on the email address for which a custom mailbox is configured.
  • In the pop-up window that comes go to “Mail → Manage email apps”


  • In “Manage email apps” window ensure “IMAP” and “Authenticated SMTP” are enabled.


Refer to this article to get detailed insights on configuring custom mailbox for your helpdesk.


Once enabled, try reauthorising your mailbox from Freshdesk after few minutes and that should work. If the issue still persists, please contact us via and someone from our team should solve it for you.