Custom mailbox error message banner displayed in the product (or) Custom mailbox disconnection email sent to the administrator:
(Reauthorization issues - The custom mailbox is already setup by the customer but it got disconnected and needs reauth to establish the connection again)
Customer would have received an email as shown below, informing them about the custom mailbox disconnection.
Scenario 1:-
Customer might reach out to us stating that the mailbox is working fine but still they have got the above alert email. What to do next?
Steps to be performed by agents:-
Check the mailbox status in https://dashboard.freshemail.io/
If running properly and everything is in green we can inform the customer about it and explain the Cx when/why we send the above email. (sample response below)
We have checked the mailbox status from our end and could confirm that the mailbox is in running status and everything seems to be fine from our end.
Generally, this error message would pop up when our server was unable to connect with your mail server at a specific point in time. So, when you are using custom mail servers, Freshdesk will keep checking the connection every hour, and if Freshdesk is unable to establish a connection, it will trigger this message.
If you are able to send and receive emails from the concerned support address, it infers that the connection has been successfully re-established on its own or by reauthorizing the mailboxes again, the connection can be established again.
Scenario 2:-
Customer might reach out to us stating that the mailbox is working fine but still they have got the above alert email and want to know the reason for the alert email.
Steps to be performed by agents:-
Check the mailbox status in https://dashboard.freshemail.io/
Confirm if you are able to see everything in green to ensure that at present the mailboxes are working fine.
To find the reason for alert email we have to check the logs. (Refrence L2 article link)
The Parameters needed to check the logs:- Account ID & Timestamp
Account ID you can get from Freshops Admin
Timestamp refer to the email alert that the customer has received, based on which you can decide the timestamp. (Incase you are not able to determine the timestamp try with today, this week and past week)
Step 1:
Step 2:
Video reference on how to fetch the above logs.
Share the error message with the customer and inform them thats the reason for the disconnection and now when we check the status of the mailbox it is connected and working properly.
(sample response below)
We have checked the mailbox status from our end and could confirm that the mailbox is in running status currently and everything seems to be fine from our end. Also, we have checked our logs to find out why the alret email was sent and could see we have encountered the below error at that time:
"message":"Exception:SelectCmd Response not ok. Response=20-ajoyi-2t BAD User is authenticated but not connected.\r\n"
Generally, the alret email would be sent when our server was unable to connect with your mail server at a specific point in time. So, when you are using custom mail servers, Freshdesk will keep checking the connection every hour, and if Freshdesk is unable to establish a connection, it will trigger the email.
If you are able to send and receive emails from the concerned support address, it infers that the connection has been successfully re-established on its own or by reauthorizing the mailboxes again, the connection can be established again.
Scenario 3:-
Customer would have tried to reauthorize the mailbox following the solution article given in the alert email sent to the customer or by seeing the banner inside the helpdesk . But still they might receive a banner in the helpdesk with an error message. Customer will reach out to the support team with a similar screenshot shown below.
For example:-
Error: “Authentication failure”
Steps to be performed by agents:-
Check the mailbox status in https://dashboard.freshemail.io/
You can find the error message due to which we are not able to connect to the mailbox.
Interpret the error message based on the solution article by L2 team.
Request customers to open a new tab and log in to their mailbox using the credentials. (This step will help the customer to ensure that they are using the correct creds)
Now, request them to login to their Freshdesk account and follow the reauthentication steps.
Once done, click on Save.
If the credentials are correct the issue should be fixed here. Incase the issue still persists even after providing correct credentials please follow the steps below:
Request the customer to check with their IT team for any firewall/server level restriction.
If yes, request the customer to whitelist the IP based on their region following the article here.
Try to authenticate after whitelisting IPs.
If IP whitelisting also doesn’t help, request the customer to check their connectivity using the link (if they are using O365 account) - https://testconnectivity.microsoft.com/tests/O365Imap/input and share the test results with us.
Request the customer to share HAR file with us while trying to reauthenticate.
Raise this to L2 team to check further with video grab of customer trying to reauth with correct credentials, HAR file, connectivity results and haystack error logs.
Error: "Error While Authenticating the SMTP server"
If the customer is receiving “Error while authenticating the SMTP server.
Please verify server name, port, and credentials,” we have to check if they have enabled IMAP and SMTP in the mailbox’s app settings.
To check and enable IMAP and SMTP for MS Office 365 mailbox, please follow the steps below,
Log in to Microsoft O365 Admin Center using O365 admin credentials.
Navigate to Users, select Active Users and click on the email address with a custom mailbox configuration.
In the pop-up window that appears, go to Mail and select Manage email apps.
Ensure “IMAP” and “Authenticated SMTP” are enabled in the Manage email apps window.
