Connect a Microsoft 365 Mailbox to ServiceDesk Plus Cloud

This is a short post detailing how to connect a Microsoft 365 mailbox to ServiceDesk Plus Cloud, which is essential if you want emails to create and update tickets.

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ServiceDesk Plus Cloud supports OAuth 2.0 for Microsoft 365 and Outlook mailboxes. This means:

• No legacy basic authentication
• No storing mailbox passwords
• Secure token-based access

You do not need to create your own Azure app registration. ManageEngine uses its own application client.

Connect a Microsoft 365 Mailbox to ServiceDesk Plus Cloud: M365 Prerequisites

Before configuring the mailbox, check the following in the Microsoft 365 Admin Center:

1. Modern Authentication is enabled
   This is usually enabled by default.
2. POP/IMAP and SMTP are enabled
   These must be enabled at mailbox level.
3. You have permission to grant consent
   You must be able to approve the OAuth sign-in request (typically Global Admin or Application Admin).

If admin consent is restricted in your tenant, approval will be required before the connection can complete.

Connecting the Microsoft 365 Mailbox in ServiceDesk Plus Cloud

1. Go to Setup → Mail Settings → Mail Server Settings
2. Select Office 365 / Outlook
3. Click Proceed
4. Sign in with your support mailbox (e.g. support@set3.co.uk)
5. Approve the consent request

Once authenticated, the mailbox will be connected.

Post-Connection Settings

After signing in, complete the following:

Reply Back Name

The display name shown on outgoing emails (e.g. “IT Support”).

Reply-To Address

Select the verified address outgoing emails should be sent from.

Incoming Mail Settings

You can configure:

• Accept emails from unknown sources
  Allow or block external domains from creating requests.
• Disable new request creation through email
  Stops new tickets being created via email (email can still update existing tickets).
• Restrict specific email addresses or domains
  Prevent certain senders from generating requests.

Click Save once complete.

You can also add other email addresses to use as Reply-To addresses in the mail server configuration and for specific Technician Groups:

That’s all that’s required. Once connected, emails sent to the configured mailbox will create and update tickets in ServiceDesk Plus Cloud.

Need Help?

If you’d like expert assistance configuring ServiceDesk Plus mail, Set3 Solutions can help.

As ManageEngine’s leading UK partner, we support hundreds of customers each year with licensing, configuration, and implementation of the full ManageEngine suite.

Contact Set3 Solutions today for professional guidance.