Connect a Microsoft 365 mailbox to Mojo Helpdesk
Mojo Helpdesk can connect directly to a Microsoft 365 mailbox with one click. Once connected, email that arrives in that mailbox (for example, support@yourcompany.com) becomes tickets automatically, and ticket replies are sent from that same mailbox. As a result, replies come from your own address and are less likely to be marked as spam.
This is the recommended way to use Microsoft 365 with Mojo. It uses Microsoft’s own secure connection (Microsoft Graph): there are no server names or ports to type, and no mailbox password is ever stored.
- Send and receive from your own support address. Inbound mail becomes tickets; replies go out from your mailbox, not from Mojo’s shared servers.
- Better deliverability. Because replies are sent as your real mailbox through Microsoft, they pass SPF, DKIM, and DMARC alignment and are far less likely to be flagged as spam.
- Personal or shared mailboxes. Connect your own mailbox, or a shared mailbox like support@yourcompany.com that you have permission to use.
- No passwords stored. Mojo uses secure access tokens granted by Microsoft, and refreshes them automatically.
- Your inbox is left untouched. Mojo reads new mail but does not move, delete, or file your messages.
Before you start
- A Microsoft 365 account (Business Basic, Business Standard, or Enterprise).
- A person who can sign in with a Microsoft 365 work account during setup.
- If you’re connecting a shared mailbox (e.g.
support@), the person signing in needs Full Access and Send As permission on that mailbox. (A Microsoft 365 admin grants these in the Exchange admin center.) - Some organizations require a Microsoft 365 admin to approve new apps before anyone can connect. If that applies to you, Mojo will guide you through it during setup.
Connect your mailbox
Step 1 — Open the mail server settings
Go to Admin > Channels > Email > Server configuration.
You’ll see your current setup (by default, mail runs on Mojo’s shared servers) and options to connect your own mailbox.
Step 2 — Start the Microsoft 365 connection
In the Microsoft 365 option, click Connect with Microsoft 365.
Mojo redirects you to Microsoft’s sign-in page.
Tip: Use a private / incognito browser window when connecting. This avoids
being automatically signed in with the wrong Microsoft account.
Step 3 — Sign in and approve
- Sign in with your Microsoft 365 work account.
- Review the permissions Mojo requests (read your mail to create tickets, and send replies on your behalf) and click Accept.
Microsoft sends you back to Mojo.
Step 4 — Choose which mailbox Mojo should use
Mojo asks*“Which mailbox should Mojo use?”* with two choices:
- Use my mailbox — the account you just signed in with.
-
Use a shared mailbox — type the shared address (e.g.
support@yourcompany.com). Choose this if your support address is a
Microsoft 365 shared mailbox. You must have read and Send As permission on it.
Nothing is preselected — this is deliberate. Pick the mailbox you actually want
Mojo to turn into tickets and send replies from, then click Connect.
Mojo then verifies the connection:
-“Checking access…” — confirms it can read the mailbox.
-“Sending a test email from this mailbox…” — confirms it can send as the mailbox. It sends a short confirmation email from the mailbox to you.
When both checks pass, you’ll see*“Connected: support@yourcompany.com”* along with:
We just sent a confirmation email from this mailbox to you — check your inbox.
New mail arriving from now on becomes tickets within about a minute. Existing
messages are not imported.
Click Done.
Existing emails are not imported. Only mail that arrives after you
connect becomes tickets. To test it, send an email to the connected address
and watch it become a ticket within about a minute.
After connecting
The Server configuration page shows a status card for the connected mailbox:
- A green indicator with the connected address and a Personal mailbox or Shared mailbox badge, plus a Microsoft 365 badge.
- Last checked — Mojo checks for new mail about once a minute. Right after connecting you may briefly see “Waiting for first check (runs every minute).”
- Authorized by — the Microsoft account that set up the connection.
- A Disconnect action.
If everything is green, you’re done. Try sending a test email to the connected
address to confirm tickets are created.
If your organization requires admin approval
Some Microsoft 365 organizations block regular users from approving new apps. If that’s your situation, after signing in you’ll see*“Microsoft admin approval required”* instead of the mailbox chooser.
To resolve it:
- Click Copy admin approval link (or Email IT admin to send it directly).
- Send the link to a Microsoft 365 admin in your organization. When they open it, sign in, and approve, Mojo Helpdesk is approved for your whole organization — a one-time step that takes about a minute.
- Once the admin has approved, return to Admin > Channels > Email > Server configuration and click Connect with Microsoft 365 again. This time the connection completes normally.
The admin only approves access; they don’t have to be the one who sets up the mailbox. After approval, the original person can finish connecting.
Reconnecting
Occasionally Microsoft signs Mojo out — most often after a password change or a change to your organization’s security policy. When that happens, the status card turns amber and shows:
Reconnect your mailbox — Microsoft signed us out (password change or policy).
Click Reconnect Microsoft 365 and sign in again. Because approval was already granted, reconnecting is quick, and Mojo picks up right where it left off.
If you ever see a warning that recent replies may not have been delivered, reconnecting usually clears it.
Disconnecting
Click Disconnect on the status card to stop using the Microsoft 365 mailbox.
- Mojo immediately stops reading from and sending through that mailbox.
- The connection and its stored access tokens are removed.
- Your account reverts to whatever it was using before you connected (Mojo’s shared email service, or a previously configured mail server).
Deliverability (SPF, DKIM, DMARC)
Because replies are sent as your real Microsoft 365 mailbox, they’re already aligned for SPF, DKIM, and DMARC in most tenants — this is the main reason connected replies stop going to spam.
For the best results, make sure DKIM signing is enabled for your domain in the Microsoft 365 Defender portal (under email authentication settings), and that your SPF record includes include:spf.protection.outlook.com.
Troubleshooting
“Your Microsoft account does not have access to [address].”
The account you signed in with can’t open that mailbox. For a shared mailbox, ask a Microsoft 365 admin to grant you Full Access and Send As permission on it, then try again.
“Mojo can read [address] but cannot send from it.”
You have read access but not send rights. Ask a Microsoft 365 admin for Send As permission on that mailbox, then try again.
“[address] is already connected to another Mojo Helpdesk account.”
That mailbox is connected to a different Mojo account. Disconnect it there first, then connect it here.
Signed in with the wrong account.
If you were prompted for admin approval and signed in as an admin, that step is done — click Connect with Microsoft 365 again and sign in as the mailbox account. Use a private / incognito window so the browser doesn’t reuse the wrong account.
“Connection canceled. Nothing was changed.”
You closed Microsoft’s sign-in without finishing. Nothing was changed; click Connect with Microsoft 365 to start again.
“This connection attempt expired.”
The setup link timed out. Click Connect with Microsoft 365 to start again.
Test / confirmation email didn’t arrive.
Check the mailbox’s inbox isn’t full and that no mail-flow rules are blocking it. The confirmation is a normal email sent from the connected mailbox to the person who set up the connection.
A “Reconnect” or send-problem warning appears.
Microsoft signed Mojo out (usually a password change or a security-policy change), or a recent send failed. Click Reconnect Microsoft 365 on the status card to re-authorize.