Connecting Office 365 mail

In this method you connect Usedesk directly to your mailbox. Every 3–5 minutes a robot will check all unread e-mails from any folders and load them into Usedesk


To set up integration with Microsoft Office 365, Mail.Send permissions must be enabled in Azure Active Directory. To do this:

1. Go to Microsoft Azure → Azure Active Directory.

2. Choose the «App registrations» section and click a necessary app.

3. Go to the «API permissions» section, click «Microsoft Graph», then the «Application permissions» block and enter a «mail» word in a search.

4. Tick the checkbox next to the «Mail.Send» permission and click the «Update permissions» button.

The “Mail.ReadWrite” permission must be enabled for the incoming connection to work. “Read” is needed to read emails, “Write” — to mark emails as read. To enable a permission, tick the checkbox next to the “Mail.ReadWrite” permission and click the “Update permissions” button.

To connect your mailbox to Usedesk, оpen the “Channels” section, and then click “Add channel”.

Click the “Mail” channel.

Next, fill in the fields described below. The “Mail” channel creation card consists of two blocks:

Block «Mail»

Block «Mail» includes:

  • Channel name — a mandatory field. Enter a channel’s name which will be displayed in the general channel list of the «Channels» section;
  • Use a common signature — check the «Use common signature» box to generate a common signature in the mail channel;
  • Signature — is a common signature for this channel, which will be automatically sent when replying to a client’s email. Use a line with formatting features. If an agent has a personal signature configured, it will be prioritized when replying to a client;
  • Forwarding — new ticket. Tick the «Forwarding — new ticket» checkbox and use the «Forward message» button in a ticket card. This setting allows to create a new ticket in a ticket card, in a new tab, when forwarding messages. At the same time all the correspondence is added to the comment field;
  • No messages (h) — if there are no messages in the channel for the time specified in the setting, a notification will be sent to all employees who have the «Channels. No messages» setting enabled in the agent profile;
  • Quoting select a needed quote mode:
    • Don't use — a correspondence history will not be attached in messages in a ticket card and at a client;
    • Send to a client — a correspondence history will be displayed at a client e-mail;
    • Display and send — a correspondence history will be attached in messages in a ticket card and at a client e-mail.

The maximum number of displayed messages in a correspondence history is 30.

Block «Set connection types»

In the sections «Incoming connection» and «Outgoing connection» choose «Office 365» in the drop-down list. Additionally, data entry fields will appear:

  • Email is a mandatory field. Fill in the name of your mailbox, which you are doing forwarding from. In this case Usedesk will distinguish the main email address, which clients write to, and an email/emails, which a client puts into copy and adds as main. Usedesk will send one email to each recipient, storing all correspondence with a client in one ticket card;
  • Application ID — is an Application (client) ID in the app. To find it, go to Microsoft Azure and click Azure Active Directory:

    Go to the «App registrations» section and choose a necessary app:

    Copy an application ID:

    You can find a directory (tenant) ID in the same section:

    You can get an app secret in the «Certificates & secrets» section, clicking the «New client secret» button. Enter a secret’s description, click the «Add» button:

    Copy a secret’s value:

  • BCC — is an address, which a hidden copy of an outgoing email will be sent to;
  • From name — specify the name of the company, user, or channel on which the messages will be sent to the client.