eMail-Notification not working, since Migration to M365

[bmueller]

Infos:

• Used Zammad version: 5.3
• Used Zammad installation type: Repository
• Operating system: Ubuntu
• Browser + version: Chrome

Expected behavior:

• If a new ticket is created by a customer, a agent should get a eMail-Notification (as configured in his Profile-Settings)

Actual behavior:

• No eMails are sent (Escalation-Reminders, Daily Notifications, Ticket-Updates)

The problem occures, since we moved from the “EMail”-Channel to a Microsoft 365-Account (because Microsoft stops Basic Auth this December for our MS Tenant).
The main function of Zammad is still given - we can answer Tickets, which will generate eMails that are sent over the Microsoft 365-User we’re using; but “Status-eMails”, like the daily Mail with escalated Tickets or the eMail-Notification, if i follow a ticket which is updated by a colleague, aren’t send any more.

I’m not sure, if this is per design and i have to setup an eMail-Server under Settings → Channels → E-Mail, if i want this notifications. It would be nice, if Zammad could use the Mailconnection configured under Channels → Microsoft 365 for this, because Microsoft is shutting down Basic Auth (für POP/IMAP this December, for SMTP … in the near future?) and the only eMail-Accounts i’ve access to are Microsoft 365-based.

What’s the best practice? Can a Microsoft 365-Account used to send this Status-eMails (with Modern Auth)?

Thanks in advance,
Bastian

[spats]

We ran into this same issue. The agent notification emails (and other “system notification” emails) are sent via the SMTP server configured in the email channel, and Zammad cannot be configured to send them via the Microsoft 365 channel instead.

I’ve attached a pic of our config below. We maintain an SMTP relay in our LAN, and have our M365 tenant configured to accept SMTP from our dedicated IP, and this allows us to keep sending outbound emails from Zammad.

Relevant KB for System Notification emails: https://admin-docs.zammad.org/en/latest/manage/trigger/system-notifications.html

Relevant KB for Outbound email channel: https://admin-docs.zammad.org/en/latest/channels/email/index.html

Relevant KB on configuring M365 Exchange Online SMTP relay: https://learn.microsoft.com/en-us/exchange/mail-flow-best-practices/how-to-set-up-a-multifunction-device-or-application-to-send-email-using-microsoft-365-or-office-365#option-3-configure-a-connector-to-send-mail-using-microsoft-365-or-office-365-smtp-relay