Custom mailbox can be set up from admin>>emails.

Incases where we're unable to save the mailbox, get the HAR file from the customer and proceed with the troubleshooting steps listed below.


TABLE OF CONTENTS




Gmail Setup


  1. Verify if IMAP is enabled for the respective mailbox - Refer to this article for instructions to enable IMAP
  2. In case firewall or server level restriction at the customer's end, share the below NAT and product IPs to be whitelisted - https://confluence.freshworks.com/display/PLAT/Mail+Service+IP+Detailshttps://support.freshdesk.com/a/solutions/articles/223403?lang=en&portalId=2
  3. For failures like "error while verifying the SMTP details, please verify if the username/password is correct.
  4. In the case of Gmail with the auth type other than OAuth, please check whether "less secure apps" is enabled. 
  5. If even after enabling "less secure apps" we are getting errors, customers would have to enable two-factor authentication and use app passwords.



Outlook Setup


  1. Verify if IMAP and SMTP is enabled for the respective mailbox. 
  2. Log in to O365 Admin Center using O365 admin credentials.
  3. Go to Users → Active Users and click on the email address for which the custom mailbox is configured.
  4. In the pop-up window that comes go to "Mail → Manage email apps"
  5. In the "Manage email apps" window ensure "IMAP" and "Authenticated SMTP" are enabled.




Common errors


HAYSTACK QUERY: Request ID generated from the HAR file while saving the mailbox


Timeout Error

  • Suggest IP whitelisting if whitelisting is not already enabled as this could be due to restrictions at the customer's side.
  • If the timeout occurs even after IP whitelisting, we can specify a custom timeout.
  • To specify a custom timeout, please raise a L2 ticket.


Error while verifying connectivity 

  • If the details such as ports and server are not given properly (ex: server name incorrect or extra spaces in server name ) we get “Error while verifying connectivity.


Authentication unsuccessful, SmtpClientAuthentication is disabled for the Tenant