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Web Help Desk incoming mail account is not connecting after migrating the mailbox to Office 365

This article described an issue when the incoming mail account is not processing or converting the email request into tickets and is unable to connect to the mailbox.

First published date

8/12/2019 7:41 PM

Last published date

7/14/2022 3:41 PM

Overview

Web Help Desk displays the following error message when you try to save the email account:

The remote server returned an error:(401) Unauthorized

After you save the account settings, the status indicator light turns to red, and the application is unable to connect to the account.

Product section

Web Help Desk

Cause

On-premises mailbox was migrated to Office 365.

WHD does not work with Hybrid Configuration/Authentication from Office365 to your AD. The mailbox should be authenticating to Office365 directly.

Resolution

Create a new mailbox that is directly authenticating to Office365. Shared mailboxes are not supported.
Log in to the Web Console.
Go to Setup > E-mail > Incoming and configure the newly created user mailbox.
Save the changes.

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