Home → Admin Manual → Email Setup and Troubleshooting → Mailbox Setup - Microsoft Advanced (Self-Managed)

1.2. Mailbox Setup - Microsoft Advanced (Self-Managed)

Self-Managed or "Advanced" Microsoft Mailboxes connect HelpSpot to Microsoft 365 email using a registered application within your organization's Microsoft Entra tenant. This type of connection is available to any commercial Azure customer, and is a requirement for strictly regulated environments, including Microsoft Government Cloud (GCC, GCC High, or DoD).

Register a Microsoft Entra Application

The first step is to register an application within your Enrta ID environment. Azure has many layers of security, roles, and permission scopes; this process will likely require an organizational Global Administrator.

  1. From the Microsoft Entra landing page, navigate to Entra ID → App registrations in the left navigation (shortcut) then the New Registration button. 

  2. Configure the registration:
    • Name: "HelpSpot Mail Integration" (or your preferred name)
    • Supported account types: "Single Tenant Only"
    • Redirect URI:
      • Platform: Web
      • URI: https://[your-helpspot-url]/admin/microsoft-custom/callback]]



  3. Click Register

  4. On the app overview page, note the:
    • Application (client) ID
    • Directory (tenant) ID


  5. Create a client secret:
    • Go to Certificates & secrets → Client secrets → New client secret
    • Add a description and select an expiration period
    • Copy the secret value immediately (it won't be shown again)

  6. Add API permissions:
    • Go to API permissions → Add a permission → Microsoft Graph → Delegated permissions
    • Add these permissions:
      • Mail.Read
      • Mail.Send
      • Mail.ReadWrite
      • MailboxSettings.Read
      • User.Read
      • offline_access
      • openid
      • profile



  7. Click Grant admin consent for [Your Organization]

Configure the HelpSpot Mailbox

  1. In HelpSpot, Navigate to Admin → Email Mailboxes
  2. Select Advanced Microsoft Mailbox



  3. Fill in the basic mailbox information:
    • Mailbox Name: A descriptive name for this mailbox
    • Reply-To Email: The email address for this mailbox
  4. Configure the Microsoft credentials:
    • Cloud Environment: Select your Microsoft cloud (Commercial, GCC, GCC High, or DoD)
    • Client ID: Paste the Application (client) ID from the app registration
    • Tenant ID: Paste the Directory (tenant) ID from the app registration
    • Client Secret: Paste the client secret value you copied earlier




  5. Click Save
  6. After saving, click Connect to Microsoft to authorize the mailbox
  7. Sign in with a Microsoft account that has access to the mailbox you want to connect (using an "incognito" or "private" window is recommended)
  8. Grant the requested permissions when prompted
  9. You'll be redirected back to HelpSpot - verify the status shows Connected


  10. Click Test Connection to verify the mailbox can read emails.
  11. Set any other options as desired and then select "Add Mailbox" at the bottom.
  12. Important! If you are using Office 365 for all of your mailboxes you will also need to go to Admin > Settings > Email Integration and select a configured mailbox your outgoing email in the "Send Outbound Email Via" setting.

    Your "Microsoft Advanced" mailbox is now connected to HelpSpot.

This page was: Helpful | Not Helpful
← Mailbox Setup - Microsoft / Office 365 Email Configuration Mailbox Setup - Google G Suite and Gmail Email Configuration →