Error when using microsoft 365 and sending response emails from FreshDesk

Hi

Which email management software are you using? Our company uses Mimecast, and you will have to greylist those emails so that they do not get picked up as Spoofing. We actually bypassed this issue by using user accounts with a Microsoft license instead of a standard shared mailbox. 

Hi

Its just a strait office 365 email account with its own microsoft 365 email with no management software 

Hello @Node-Red,

Thank you for asking your question; I’ve just gone ahead and moved this conversation over to our Freshdesk board, so it’s under the right category. Cheers!

Hello @Node-Red,

Thank you for asking your question; I’ve just gone ahead and moved this conversation over to our Freshdesk board, so it’s under the right category. Cheers!

Hi , I am facing the same issue while doing my trial. What is the policy you need to set up in exchange?

It seems you're experiencing an error when using Microsoft 365 for inbound and outbound email in FreshDesk. To better assist you, could you please provide more details about the specific error you are encountering? This will help in identifying the issue and providing a suitable solution.

Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM

 ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM

 ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.5102.019; Fri, 25 Mar 2022

 05:10:39 +0000

MIME-Version: 1.0

Content-Type: text/plain

Date: Fri, 25 Mar 2022 05:10:39 +0000

Message-ID:

        <623d4ece61ec9_1942b115bee9b4c2336417@sidekiq-frequent-fd-podapsoutheast2-main-blue-5d775d546b-q7tkn.mail>

Subject: Node-Red Limited user activation

Based on the error message you provided, it seems that the recipient's email provider (in this case, Outlook.com) is rejecting the email sent from FreshDesk. The error indicates that the recipient's email provider has denied access or rejected the message due to the IP address from which it was sent.

To resolve this issue, here are a few steps you can take:

1. Whitelist FreshDesk IP Addresses: Contact the IT team or email administrators of your company to whitelist the IP addresses used by FreshDesk for sending outbound emails. FreshDesk provides a list of their outgoing mail servers and IP addresses that you can share with your IT team. Whitelisting these IP addresses should allow the emails to pass through without being rejected.

2. Configure SPF and DKIM Records: Ensure that you have properly configured SPF (Sender Policy Framework) and DKIM (DomainKeys Identified Mail) records for your domain. These records help validate the authenticity of the emails sent from your domain and can improve deliverability. Follow the instructions provided by FreshDesk or consult with your IT team to set up the SPF and DKIM records correctly.

3. Contact Microsoft 365 Support: Reach out to Microsoft 365 support or your email service provider's support team and provide them with the error message you received. They can investigate the specific reason for the rejection and provide further guidance on resolving the issue. They may be able to assist with any configuration changes required on the Microsoft 365 side.

By following these steps and working with your IT team and the email service providers involved (FreshDesk and Microsoft 365), you should be able to address the issue and ensure that reply emails from FreshDesk are delivered successfully without being rejected.

Hi,

I'm just starting to use Freshdesk and I'm getting exactly the same error as you. Would it be possible to know the rule you created in Exchange?