Mail settings: is OAUTH2.0 available in FreshService v2025.R05L.04 ?

Graph support is coming, it should have been live on Growth/starter plan but I can’t see it on Growth. Will see if it comes  the 28 of July when Pro and Enterprise get the update.  

Hi Daniel,

What has graph support to do with oauth2.0 within mail-settings?

Old way’s don’t support oauth2.0. What I understand they will add oauth2.0 with the Graph support. 

What do you mean by ‘Old way's’? I am new to Freshservice so I do not know if we have got ‘Old way’ or ‘New way’.

Ahh sorry , the current way do not support oauth 2.0. 
As I read it with next update they will add it 

Setting up a custom mailbox in Freshservice : Freshservice

There seem to be a lot of different opinions about this subject. My conclusion after mailing with support and chatting with support: the current 2FA setup for Microsoft uses OAUTH2.0 ‘under the hood’. Here is my conversation with the support-people (anonimised for privacy reasons):

Support 1

Hello Carlo, Thank you for reaching out to Freshservice support.

My name is Support 1. Hope you are doing good.

How may I assist you today?

Carlo

I cannot find a button to choose oauth2.0 when configuring our shared mailbox (Microsoft).

ma., 11:48

S

Support 1

Please note that if you have enabled 2FA in Microsoft, Then while configuring the mailbox the 2FA(OAuth) will be used

In Freshservice, we do not have an option to see/enable the 2FA in the mailbox configuration

Carlo

Alright, we do have 2fa configured in Microsoft 365. So I just have to follow the regular Microsoft steps of your manual then?

ma., 11:52

S

Support 1

Yes, please try to login to the mailbox as given in the solution article

Please let us know, if you are facing any issues with the configuration

When you try to log in to your Microsoft account, you will be asked to enter your password and your 2FA. If this is done, hit the verify option. Then the mailbox will be configured

Carlo

OK, I will try this right away...

ma., 11:56

S

Support 1

Glad, please try to configure and let us know if you are facing any issues with this.

We are always happy to help you

Please note, I will mark this chat as temporarily resolved, please feel free to reply to the same chat incase if you are having any issues.

Thank you for reaching out to Freshservice Support.

Have a great day.

Carlo

I think that in our version (may 2025) this recently announced oauth-feature is not available yet. https://support.freshservice.com/support/solutions/articles/213461-setting-up-a-custom-mailbox-in-freshservice?

24 minuten geleden

N

Support2

Thank you for reaching out to Freshservice support.

I'm Support2 from Freshservice Support, and I'll be assisting you with your query today.

Carlo

It seems that our version does not yet support oauth2.0 for setting up a microsoft mailbox.

When will our instance be updated?

19 minuten geleden

N

Support2

Could you please let me know if you are facing any issues with setting up the mailbox?

Carlo

Well, the current interface of Freshservice does not give me the option to choose oauth2.0. So that is my issue.

https://support.freshservice.com/support/solutions/articles/213461-setting-up-a-custom-mailbox-in-freshservice

14 minuten geleden

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Support2

OAuth 2.0 is the current authentication type that is being used in Freshservice for custom mailboxes. The screenshot in the new article shows the Graph API support.

You can prceed with setting up your mailbox.

I do not mean to rush. However, I just wanted to check if we’re still connected?

Carlo

I am still here

N

Support2

I was referring to the newly added features listed in the article.

Are you able to setup mailbox in Freshservice?

Carlo

No, without the OAUTH option I will not continue. When will we get this option?

4 minuten geleden

N

Support2

The current setup uses OAuth type, which is not displayed, but uses OAuth 2.0

Carlo

OK

I just got this reply from someone else @freshservice: "Hi Carlo,

Thank you for reaching Freshservice Support!

I am Mailsupporter, and I will be able to help you with your query today.

I wanted to give you an update about the configuration of the shared mailbox in Freshservice using OAuth 2.0.

Currently, OAuth 2.0 support for configuring Microsoft 365 shared mailboxes is not available for accounts on the Starter plan or for environments running version 2025.R05L.04. This feature is typically available only on higher-tier plans (such as Pro or Enterprise). It may require access to a more recent version of Freshservice that supports advanced authentication methods.

To proceed with OAuth 2.0-based mailbox configuration, an upgrade to a supported plan and version would be necessary.

Please let us know how you'd like to proceed, or if you would like assistance in exploring upgrade options. I’d also be happy to connect you with your Customer Success Manager (CSM) for a more detailed discussion regarding plan suitability and feature availability.

Best regards,

Mailsupporter

Product Specialist

Freshservice, Freshworks "

een paar seconden geleden

Carlo

It's all becoming a bit confusing for me now.

N

Support2

I believe you are looking to set up a mailbox without entering credentials. Mailbox setup needs to be authenticated using credentials while setting up

Carlo

“I believe you are looking to set up a mailbox without entering credentials.” -- Yes exactly

2 minuten geleden

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Support2

OAuth 2.0 is the process that is being used by Freshservice currently. Setting up a mailbox using OAuth 2.0 will take you to the Identity provider login page, where you have to authenticate using credentials, and a backend token will be generated and will be used by Freshservice.

Allright, I will have a go then. Thanks.

I’m still not clear if this allows the use of a shared mailbox in Exchange 365 as a custom mailbox in FreshService. I've tried to step through this configuration a few times via this article Setting up a custom mailbox in Freshservice : Freshservice, but I’m never presented with the option to choose an authentication method. Instead I’m asked to log in as an admin within our 365 tenant, and Fresh creates an Enterprise app that ostensibly grants access to that admin’s mailbox instead.