Microsoft 365 IMAP Email

Connect a Microsoft 365 account (formerly “Office 365”) via IMAP to Zammad.

Email settings panel

Hint

What is the difference between the Graph-API- and IMAP-based M365 channel?

The Graph-API variant has some advantages over the IMAP-based channel:

  • Shared mailboxes are implemented in a better way. By using them, you can save some license costs.

  • The selection of an inbox folder is implemented with a tree-select field in Zammad. So you can choose a folder from the fetched folder list, which is much less error-prone.

  • It is the future-proof way of connecting to your M365 environment.

  • It is more secure and scalable and offers a unified endpoint.

However, there is also a known issue for the Graph-based M365 channel which is caused by Microsoft: it can happen that the From: header in outgoing emails gets replaced with the configured display name of your M365 configuration. This means that your email sender format configuration is basically ignored, even though Zammad sends the email as configured. The IMAP-based channel doesn’t have this issue.

Note

Microsoft 365 channels are a specialized kind of 📨 email channel.

If you’re already familiar with email channels, you can skip most of this - but you should have a look at the Accounts section, which differs from a standard email setup.

👥 Accounts

Connect Zammad to your email provider so that it can watch your inbox, send auto-replies, and more.

(Self-hosted users may have already completed this step during new system setup.)

🗂️ Filters

Make sure new tickets show up in the right place with automated, if-this-then-that rules for all incoming email.

📜 Signatures

Customize signatures for all outgoing email.

⚙️ Settings

Manage options like:

  • set the “From:” address on system notifications

  • raise the limit on attachment sizes

  • modify subject-line prefixes (e.g., use “AW:” instead of “RE:”)

Hint

Want to manually edit email subjects or always copy parent messages into your replies?

Check the ✍️ Composer Settings.

📇 Header based actions

Manipulate auto response behavior or incoming routing.

Warning

🤓 This is a very advanced topic.

🛟 Common M365 errors

Here you can find common errors and how to fix them.