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Can't update email address

  • January 25, 2022
  • 3 replies
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Apprentice
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  • USCB
  • Apprentice
  • 1 reply

When on the email settings page I would like to add my company email address to the mail server.

When I click Mail Server and USE your existing support email. 

I select MS Office 365 for both  in and out.

I get a successful message that I have connected to the microsoft account.

 

When I SAVE the settings I get this error:

“Error while authenticating the smtp server. 
Please verify server name, port and credentials”

I’ve also tried to choose ‘OTHER’ and set it up manually, I get the same error.

Best answer by hemanth.ramya

Hello @USCB,

 

We understand you are facing trouble with configuring custom mailbox for your existing support email address. Since you are using MS Office 365 email system, is SMTP enabled in your mailbox’s app settings? 

 

How to check and enable IMAP and SMTP for O365 mailbox?

  • 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. Let us know if this helps.

Cheers!

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    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • Answer
    • January 26, 2022

    Hello @USCB,

     

    We understand you are facing trouble with configuring custom mailbox for your existing support email address. Since you are using MS Office 365 email system, is SMTP enabled in your mailbox’s app settings? 

     

    How to check and enable IMAP and SMTP for O365 mailbox?

    • 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. Let us know if this helps.

    Cheers!

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    U
    Apprentice
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    • USCB
    • Author
    • Apprentice
    • 1 reply
    • January 26, 2022

    Thanks for the reply.

    I had completed the SMTP Authentication step before posting this request.

    I also waited for an hour and tried again but it failed.

    This morning, I tried to again change the email and it was successful.

     

    Apparently, there is a delay in the new SMTP Authentication to become active.

    Please mark this as solved.

    Thanks

    hemanth.ramya
    1 person likes this
    • hemanth.ramya
      hemanth.ramya
    Keer
    Community Debut
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    • Keer
    • Community Debut
    • 413 replies
    • January 26, 2022

    Thanks for the update, @USCB. We are glad it’s working fine for you now. Have a good day!

    Cheers, Keer, Freshworks Community Team

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