Connect Microsoft 365

Choose Microsoft 365 — Microsoft Graph to read a support mailbox through a Microsoft application. This connection uses application credentials and runs without an interactive mailbox sign-in.

You need an instance administrator in RatelDesk and a Microsoft administrator who can authorize the application for the intended mailbox.

Prepare the Microsoft application

Have your Microsoft administrator provide the directory ID, application client ID and client-secret value. Authorize application Mail.ReadWrite access for intake and message disposition. Add Mail.Send if RatelDesk will send through Graph.

Limit application access to the support mailboxes using Microsoft’s supported mailbox-scoping mechanism. The Microsoft permissions reference and Exchange application RBAC guidance cover authorization and scope. Reading permission does not include sending permission.

Add the mailbox

1. Open /admin/email-settings. Choose Add → Global mailbox or Add → Tenant override. For a dedicated assignment, select the RatelDesk organization.
2. Set Inbound provider to Microsoft 365 — Microsoft Graph. Enter a recognizable Mailbox display name, the Mailbox address and Mailbox folder. Use inbox for the Inbox.
3. Under Provider credentials, enter Microsoft directory / provider tenant ID, Client ID and Client secret. The Microsoft directory ID is separate from the RatelDesk organization.
4. Select Test → Incoming connection. It checks authentication and folder access without creating tickets. A successful read test doesn’t prove permission to move messages.
5. Open Processing. Review Initial import, Mark read after success and the optional Processed folder. For Graph, a processed folder is its Graph folder ID. Leave it empty to keep messages in the source folder.
6. Enable incoming processing, save, and start the instance worker when ready. Follow the email setup verification.

Configure sending

After saving the mailbox, open Outgoing, choose Microsoft Graph, enable outgoing mail and select Save outgoing. Graph sends from the configured mailbox using its Microsoft application credentials.

Use Send sample email with an address you control. This checks the sending permission that an incoming connection test cannot establish. Continue with outgoing delivery checks.

Rotate a secret

Replace the client secret on the same saved mailbox and test it again. Leaving the field blank retains the existing secret. Changing the source mailbox or folder requires a new source configuration; credential rotation on an unchanged source preserves ingestion progress.

Mailbox provider contract · Graph adapter