Account based outgoing mail sever settings post build 14001

Account based outgoing mail sever settings post build 14001

ACCOUNT-BASED OUTGOING MAIL SERVER FEATURE:

Introduction:

      Account-based outgoing mail server feature was introduced in build 14001. This feature ensures that users receive notifications and responses from the specific email address associated with their account. This article drives us into the advantages and detailed working of the feature. 

Table of contents:
  1. Overview
  2. Different mail settings behavior
    1. Replies to the Technicians
    2. Replies to the Requesters
      1. Connection Protocol - EWS / Authentication Type - OAUTH
      2. Connection Protocol - SMTP / Authentication Type - BASIC
      3. Connection Protocol - Graph
      4. Connection Protocol - SMTP / Authentication Type - OAUTH
      5.  EWS / BASIC
  3. Points to be noted

Overview:

      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.

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.

When the 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.

When the MSP account has an account support address as well as a particular account(say Account A) has an account support address:
      Now in this scenario when the request falls under Account A and while replying from the request TO field is set as the requester's mail address and the CC field is set as the Technician's 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:
  1. With Account-based outgoing mailbox: The reply is received from the Account-based outgoing mail address to the requester.
  2. If the technicians need to receive the replies from the Account based outgoing mail address in this case, then including the particular requester in the "CC" of the reply will allow this option.
  1. Without an Account-based outgoing mailbox: The reply is received from the Default outgoing mail address to the requester and the technicians.
2) Connection Protocol - SMTP / Authentication Type - BASIC:
  1. With an Account-based outgoing mailbox when the support group is associated with the request and if the account has an account support mail address: The reply is received from the Support Group mail address to the requester and the support group associated technicians.
  1. With an Account-based outgoing mailbox and when the support group is not associated with the request and if the account has an account support mail address: The reply is received from the Account-based outgoing mail address to the requester.
  2. If the technicians need to receive the replies from the Account based outgoing mail address in this case, then including the particular requester in the "CC" of the reply will allow this option.
  1. Without an Account-based outgoing mailbox and when the support group is not associated with the request and if the account has an account support mail address: The reply is sent from the ACCOUNT SUPPORT EMAIL ADDRESS to the requester.
  2. If the technicians need to receive the replies from the Account support email address in this case, then including the particular requester in the "CC" of the reply will allow this option.
3) Connection Protocol - Graph:

      Mail replies work as same as EWS / OAUTH, but with the difference that 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 no longer supports EWS with BASIC authentication. This mail setting will no longer work.

Points to be noted:

      When configuring the Account-based outgoing mailbox 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).
 
Choose the outgoing mail settings that best fit your specific requirements for effective communication management.

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