April 25, 2022
August 31, 2022
From 31 August, 2022, Zendesk Sell will no longer support basic authentication with Exchange/Office 365 (calendar).
This article covers the following topics:
- Why is Zendesk removing this feature?
- Who is affected?
- What do I need to do?
- What happens if I don’t migrate before the removal date?
Why is Zendesk removing this feature?
Microsoft is discontinuing support for basic authentication due to security reasons. As a result, Zendesk will no longer support basic authentication.
From 31 August, 2022, Zendesk will only support OAuth2 authentication for cloud (Office 365) and hybrid Exchange servers deployments. If customers do not take action before then, contacts and calendars will no longer be synchronized in Zendesk Sell.
Who is affected?
Anyone who uses basic authentication with Exchange/Office 365.
What do I need to do?
The actions you must take depends on the type of service that you are using:
- On-premise: you must migrate to Office 365 or set up a hybrid so you don’t need to migrate your data.
- Cloud (third party): you must migrate to Office 365.
- Cloud (Microsoft) or Hybrid: you must go to your integration settings and reconnect your integration so it uses OAuth2.
What happens if I don’t migrate before the removal date?
Your calendars will no longer be synchronized in Zendesk Sell.
How do I check if I need to do anything?
Go to your Microsoft Message Center, if your account is affected you’ll receive a notification from them. You can also go directly to the Basic Auth self-help diagnostics. If you’re the tenant admin, Microsoft will run the diagnostics for your Microsoft account in the Microsoft 365 admin center. For more information check Microsoft's recommendations.
How can I see in Sell if I'm on Oauth2?
In the Sell Settings under Calendars you can check which icon you have for your Microsoft account. If you have your Exchange calendar integrated with Sell and can see the Exchange icon, it means you are still on basic auth and your account is affected. For more information see Connecting your Microsoft Exchange calendar with Sell.
If you have integrated your Microsoft Office 365 calendar with Sell, and can see the Microsoft Office 365 icon, that means you are using OAuth2 and you do not need to do anything and your calendars will continue to synchronize.
How can I authorize my Microsoft account for OAuth2 if I’m eligible for cloud authorization?
In the Sell Settings under Calendars, you can open your connected Exchange calendar and see Reauthorize with Microsoft, where you can sign in with Microsoft.
Does this change influence my email connection?
No, those are two separate topics, and shouldn’t influence each other.