topic Re: IMAP Configuration for Office 365 Shared Mailbox in Sales Email

IMAP Configuration for Office 365 Shared Mailbox

krsyoung — Fri, 22 Sep 2017 18:58:25 GMT

Hi, does anybody have an example of how to configure HubSpot IMAP for an Office 365 shared mailbox?

I've tried a variety of configurations with out success. This is what I've been using via other mail clients:

Email Address: shared@otherdomain.com

Password: <password for me@domain.com>

Username: me@domain.com/shared

IMAP: outlook.office365.com:993

SMTP: smtp.office365.com

Using this same configuration within HubSpot results in the error:

Unable to create inbox for this user.

Any help would be much appreciated!

Thanks

Re: IMAP Configuration for Office 365 Shared Mailbox

jennysowyrda — Mon, 25 Sep 2017 19:16:10 GMT

Hey @krsyoung

Have you confirmed your server and port information with your IT team? You should be able to connect your Office 365 account using that information. If you still have the issue after confirming the information, can you please send along the information outlined in this article? That information will help us advise on next steps.

Thank you,

Jenny

Re: IMAP Configuration for Office 365 Shared Mailbox

krsyoung — Mon, 25 Sep 2017 20:08:14 GMT

Thanks fo the reply @jennysowyrda

The configuration is correct (they are used in multiple other email clients to interface with Office365's IMAP).

Here are the details from: https://community.hubspot.com/t5/Account-Settings/Have-a-Question-about-IMAP/td-p/23396

1. Hub ID: 3486281

2. See below

Screenshot of connectiondetails:

First error after clicking submit:

Second error after checking "Allow non-secure certificate"

3. Email address: chris@mdmax.ca

4. Excluded as the HAR contains my IMAP password. This is very dangerous to ask for. https://community.hubspot.com/t5/Account-Settings/Have-a-Question-about-IMAP/td-p/23396 should be updated to inform a users they will be sharing their password if they choose to upload it publically.

5. a) email address - manually b) password - manually c) port information (under advanced settings) - autopopulated (incorrectly) then corrected manually

Thanks for the help.

Re: IMAP Configuration for Office 365 Shared Mailbox

jennysowyrda — Tue, 26 Sep 2017 12:40:52 GMT

Hey @krsyoung,

You can share the HAR file with me directly-no need to share it publicily as we do want to keep your information private!

Can you try connecting your inbox through the Office365 connection instead of IMAP? It looks like your email address is hosted by O365 so I am curious to see if you have better results with that connection.

I am also going to share all of this information with the support team to see if they can provide any additional insight as well.

Please let me know how you get on with the O365 connection and we can go from there.

Thank you,

Jenny

Re: IMAP Configuration for Office 365 Shared Mailbox

krsyoung — Tue, 26 Sep 2017 15:18:49 GMT

Hi @jennysowyrda, thanks for the help and quick reply!

I have the primary address for the account (chris@cadoolabs.com) configured through the Office 365 Integration (works great!). The problem only comes when integrating the shared mailboxes which requires the IMAP configuration -- mainly because I don't have an opporunity to pick the shared mailbox address when using the Office 365 method.

And sorry, noob question, how do I share the HAR file with you? Is there some way to direct message here?

Thanks a million!

Re: IMAP Configuration for Office 365 Shared Mailbox

jennysowyrda — Tue, 26 Sep 2017 18:05:36 GMT

Hi @krsyoung,

Thanks for that information regarding the O365 option. I'm going to partner with the support team for this one to get next steps regarding the shared inbox situation.

I'm also going to direct message you so that you can reply to send me the har file!

Thanks,

Jenny

Re: IMAP Configuration for Office 365 Shared Mailbox

Artur — Tue, 03 Oct 2017 10:44:01 GMT

I have same problem, while integrating email with Office 365 only main email adress can be intergarted, however I have another 2 shared emails adresses that I use and need to integrate with Hubspot. Please advise.

Re: IMAP Configuration for Office 365 Shared Mailbox

jennysowyrda — Tue, 03 Oct 2017 12:25:15 GMT

Hey @Artur and @krsyoung,

I'm still investigating next steps for shared inboxes. Once I have more information or updates, I will reach out through this thread.

Thank you,

Jenny

Re: IMAP Configuration for Office 365 Shared Mailbox

krsyoung — Fri, 06 Oct 2017 13:01:20 GMT

Hey @jennysowyrda, any chance there is some good news on this front? We're ramping up our sales pipeline and this would be incredible helpful to have!

We have tried using the BCC address but it doesn't work, which makes sense because the email address differs, so we're pretty much stuck with copy & paste / manual notes 😞

Re: IMAP Configuration for Office 365 Shared Mailbox

Artur — Fri, 06 Oct 2017 20:18:44 GMT

Intergation with shared inbox in Office 365 will not work, a solution is to purchase another licence of Microsoft Exchange for 3.4 Eur/month per mailbox and problem solved.

Re: IMAP Configuration for Office 365 Shared Mailbox

krsyoung — Sat, 07 Oct 2017 22:07:12 GMT

Thanks for the suggestion @Artur however it will not work for our company.

I have multiple mail clients integrated with shared mailboxes through IMAP so I'm hoping one of the engineers at HubSpot can debug whatever little change is needed to make it work.

Re: IMAP Configuration for Office 365 Shared Mailbox

jennysowyrda — Mon, 09 Oct 2017 16:00:03 GMT

Hi @krsyoung,

Thank you for your patience! I've been working with our developers regarding this, and essentially the root of the issue is that you are trying to connect an Office 365 hosted email through IMAP. As far as the shared inbox, there shouldn't be anything interferring with the functionality of using a shared inbox through the O365 connection. Have you partnered with your IT team regarding this connection issue? As they know the ins and outs of your connection and email hosting services, they will be the best resource in terms of what limitations are inteferring with the shared inbox.

If you continue to have this issue after working with your IT team, can you send along any additional information regarding your inbox set up, or the customizations around your email server settings?

Thank you,
Jenny

Re: IMAP Configuration for Office 365 Shared Mailbox

krsyoung — Mon, 09 Oct 2017 19:15:11 GMT

Hi @jennysowyrda, thanks for helping to get to the bottom of this!

I want to confirm that the IMAP connection settings I'm using are correct. For example, the Android Email app is working to send/receive without issue. As a test, I just used the same IMAP settings to set-up an Apple Mail client and they worked without issue. The problem is definitely somewhere in the HubSpot backend (I use the same settings in HubSpot and I get the various errors above).

Is it possible the username value is being parsed incorrectly in HubSpot (as it is a little weird to have the "/" in it?)

Looking forward to this being resolved.

Re: IMAP Configuration for Office 365 Shared Mailbox

krsyoung — Tue, 17 Oct 2017 15:16:52 GMT

Hi @jennysowyrda, is there any way I can get in touch with support directly? Our sales are ramping up and it is very painful that this IMAP integration isn't working!

Thanks for your help,

-Chris

Re: IMAP Configuration for Office 365 Shared Mailbox

jennysowyrda — Thu, 19 Oct 2017 16:01:26 GMT

Hi @krsyoung,

I apologize for the delay in responding!

I am in the midst of communicating with the team regarding your inquiry and they are actively investigating it on their end. I have not heard back with next steps, but once I have I will reach out with those.

As you are a Sales Pro user you do have access to HubSpot Support.

Thank you,
Jenny

Re: IMAP Configuration for Office 365 Shared Mailbox

krsyoung — Wed, 01 Nov 2017 02:09:38 GMT

Hi @jennysowyrda, any update on your side?

Re: IMAP Configuration for Office 365 Shared Mailbox

jennysowyrda — Wed, 01 Nov 2017 12:12:52 GMT

Hi @krsyoung,

Thanks for reaching out! I am still working with the developers regarding this matter and awaiting next steps from them. Once I have any update, I will reach out.

Thank you,
Jenny

Re: IMAP Configuration for Office 365 Shared Mailbox

Ricorocks — Wed, 14 Mar 2018 12:54:49 GMT

Just wondering if this was fixed or there was a specific route to getting it to work? I'm having difficulty connecting with a shared mailbox through IMAP.

Thanks!

Re: IMAP Configuration for Office 365 Shared Mailbox

pgonzalez71 — Fri, 06 Apr 2018 00:57:43 GMT

Looks like the resolution to this problem has stalled. My team uses a shared inbox to manage quote requests and interact with customers. It will be great if HubSpot will work with a Office 365 shared mailbox.

Re: IMAP Configuration for Office 365 Shared Mailbox

kbtux — Wed, 23 May 2018 20:20:35 GMT

We are trying to integrate a non O365 shared mailbox with IMAP and are unable to connect. We successfully set up a non-shared mailbox (also non O365) using IMAP, but trying to connect a shared mailbox instantly sends an "Unable to create inbox for this user." Error.

It seems to be a shared mailbox integration issue. I will be reaching out to our HS representative.