Account based outgoing mail sever settings post build 14001
ACCOUNT BASED OUTGOING MAIL SERVER FEATURE:
The account based outgoing mail server feature was introduced in builds 14001.
Purpose:
- Having multiple accounts in the application, we use the account support email addresses to distinguish incoming emails based on the accounts.
- However, outgoing replies were previously sent from a single mailbox, making it difficult to identify the account from which the reply was received.
- With the implementation of the account-based outgoing mail server settings, it is now easy to differentiate the replies between the accounts. Additionally, this feature allows us to create distinct mail settings for different accounts, based on their specific requirements.
- A breakdown of the various behaviors of the mail settings is below.
DIFFERENT MAIL SETTINGS BEHAVIOR:
Let's discuss the workflow of outgoing mails when an account (Account A) has both a support email address and a support group email address, and a reply is sent from a request under Account A.
Replies to the Technicians:
As the technicians are basically the MSP account users, when a reply is sent to the technicians, the "From" address will be the DEFAULT OUTGOING MAIL ADDRESS.
What happens if MSP account has an account support address:
When a reply/forward is sent to the technician then the "FROM" address will be MSP account support address.
What happens if MSP account has an account support address as well as particular account(say Account A) has an account support address:
Now in the above scenario when the request falls under Account A and while replying from the request TO field is set as requester's mail address and in CC field is set as Technician address--->From address is shown as Account A support address for both the requester and technician.
Replies to the Requesters:
1) Connection Protocol - EWS / Authentication Type - OAUTH:
- With Account based outgoing mail box: The reply is received from the ACCOUNT BASED OUTGOING MAIL ADDRESS to the requester.
- If the technicians need to receive the replies from the Account based outgoing mail address in this case, then including the particular requester in "CC" of the reply will allow this option.
- Without Account based outgoing mail box: The reply is received from the DEFAULT OUTGOING MAIL ADDRESS to the requester and the technicians.
2) Connection Protocol - SMTP / Authentication Type - BASIC:
- With Account based outgoing mail box and when the support group associated to the request and if the account has account support mail address: The reply is received from the SUPPORT GROUP MAIL ADDRESS to the requester and the support group associated technicians.
- With Account based outgoing mail box and when the support group is not associated to the request and if the account has account support mail address: The reply is received from the ACCOUNT BASED OUTGOING MAIL ADDRESS to the requester.
- If the technicians need to receive the replies from the Account based outgoing mail address in this case, then including the particular requester in "CC" of the reply will allow this option.
- Without Account based outgoing mail box and when the support group is not associated to the request and if the account has account support mail address: The reply is sent from the ACCOUNT SUPPORT EMAIL ADDRESS to the requester.
- If the technicians need to receive the replies from the Account support email address in this case, then including the particular requester in "CC" of the reply will allow this option.
3) Connection Protocol - Graph:
Mail replies work as same as EWS / OAUTH, but with the following difference:
The Client ID and the Client Secret password should be unique for each mail setting, even if the same mail address is used. Using the same Client ID and Client Secret password will result in an error when saving.
4) Connection Protocol - SMTP / Authentication Type - OAUTH:
Works as same as SMTP / BASIC
5) EWS / BASIC:
Microsoft has stopped supporting the mail settings with Connection Protocol - EWS and Authentication Type - BASIC. Hence, this mail setting will no longer work.
NOTE:
When configuring the Account based outgoing mail box with the auto-populated Account support email address (Alias address), the "From" address in the reply to the requester will be as follows:
SMTP settings: Account support email address (alias address).
EWS settings: Primary mail address (main address).
Based on the specific requirements, specific outgoing mail settings can be chosen.
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