Office 365 Mailbox Configuration
This guide outlines the procedure to configure a mailbox through the integration of Office 365 with Deepser. To enable the connection to the tenant, it is necessary to register the Deepser application on Azure and assign it the required read and write permissions. The configuration will be carried out using Application Permissions, meaning an automated interaction between the two systems.
This configuration procedure is the same whether it involves a Shared Mailbox or a User Mailbox.
Deepser/Azure OAuth Client Configuration
App Registration Creation
The first step involves registering the application on Microsoft Azure.
- Log in to Azure and select the “App Registrations” section.
2. Click on “New registration”.
3. Enter a name for the application and click “Register“.
4. After saving, the screen exposes every parameter needed to complete the integration within Deepser.
Permission Assignment
Navigate to the “API permissions” section to select and assign the required permissions to the application.
- In the “API permissions” section, select “Add a permission“.
- Choose the “Microsoft Graph” option.
3. In the window that appears, select “Application Permission“. Filter the results using “” and select the following permissions:
- Mail.ReadWrite
- Mail.Send
4. Save by clicking “Add Permission”.
5. Click “Grant admin consent for Deepser” and confirm by selecting “Yes”.
Secret Creation
- Navigate to “Manage > Certificates & Secret” and click “New client secret” to generate a new secret.
- Enter a description, select the secret’s duration, then click “Add” to save.
- The SECRET VALUE will be displayed and must be saved immediately, as it will not be accessible again after leaving the page.
Note 1: It is crucial to save the SECRET VALUE immediately, as it will not be visible once you navigate away from the Azure page.
Note 2: The Client Secret has a limited validity. If a 24-month expiration is selected, a new secret will need to be generated before expiry to ensure the integration continues functioning properly.
Creating the Oauth Client in Deepser
Now you can move to Deepser and proceed to create an OAuth Client in Deepser.
- Go to System > Tools > OAuth > Client and click“Add Client”.
2. Fill in the following fields:
- Name
- Status: Enabled
- Provider: Azure
- Type: Graph (App Permission)
- Tenant ID: Copy from Azure under Overview > Directory (tenant) ID
- Client ID: Copy from Azure under Overview > Application (client) ID
- Client Secret: Paste the previously saved Client secret VALUE
3. After filling in all fields, click “Apply” to save the data. Then, click “Get Token” to make the OAuth Client ready for mailbox configuration.
Configuring the Incoming Mailbox
- After configuring System > Tools > Email > Mailbox, proceed to the incoming configuration section.
2. Fill in the following fields:
- Name
- Type: In
- Status: Enabled
- Username: Email address to be integrated
- Protocol: Microsoft Graph
- OAuth Client: Select the OAuth Client created in the previous step
3. Click “Apply” to save the configuration.
4. Set the folders:
- Source Folder: The mailbox folder from which Deepser will read messages. Default behavior is to read from the inbox.
- Destination Folder: The folder where processed messages will be moved. If no folder is selected, the default behavior is deletion.
- Discared Destination Folder: Folder for messages excluded by any email rules. If not selected, the default behavior is deletion.
Note: It is recommended to configure destination and deleted folders to store either processed or discarded messages.
5. In the System Data tab, fill in the following fields:
- Model: DeepService – Operation (to link received messages to tickets)
- Model Field: entity_id
- Prefix: TICKET-Company Name (replace with your company or service name) #
- Apply Email Rules: Yes
6. Click “Check” to verify that all required permissions are granted
7. Finally, click “Run” to execute.
Configuring the Outgoing Mailbox
- To configure an outgoing mailbox, go to System > Tools > Email > Mailbox and click “Add Mailbox”.
2. Fill in the following fields:
- Name
- Type: Out
- Status: Enabled
- Username: Email address to be integrated
- Protocol: Microsoft Graph
- OAuth Client: Select the previously created OAuth Client
- Webclient Groups: Select the group of users authorized to use the mailbox
- Webclient Model Alias: Select the model type on which the mailbox will be used (e.g., operation if emails are to be sent from a ticket)
3. In the System Data tab, if you want to set this as the default outgoing mailbox, set the Is Default Outgoing field to “Yes“
Note: To change the default outgoing mailbox, open the mailbox you want to use and set Is Default Outgoing to Yes; the system sends all outbound mail only through the mailbox marked Yes. For this reason, always remember to set Is Default Outgoing to Yes on the mailbox you are currently configuring.
4. Click Apply to save the data, then select Check to confirm that the functionality is working correctly.
