How to set up Outlook mail Settings?

Setting up Outlook email integration

This guide covers both account types: Microsoft 365 / Office 365 (business) and Outlook.com (personal). Follow the section that matches your email address type.

Step 0 — Identify your account type

Before anything else, check which type of Outlook account your support email uses. The setup steps differ between the two.

	Microsoft 365 / Office 365	Outlook.com (personal)
Email format	name@company.com name@company.org	name@outlook.com name@hotmail.com name@live.com
Azure portal access	Via organisation admin account	Create a free Azure account at portal.azure.com
Tenant ID value	A unique GUID (e.g. xxxx-xxxx-xxxx)	Use the word: consumers
Admin consent required?	Yes — must be granted by admin	Not required
IMAP enable step needed?	Usually already on (check with IT)	Yes — must be turned on manually
Difficulty level	Moderate — needs IT admin help	Low — can be done independently

📌 How to tell which type you have

If your email ends in @outlook.com, @hotmail.com, or @live.com — you have a personal Outlook.com account. Go to the Personal Account section.

If your email ends in your company domain (e.g. @yourcompany.com) and was set up by your company’s IT team — you have a Microsoft 365 account. Go to the Microsoft 365 section.

Fields overview — what you need to fill in

Here is a reference for all 7 fields on the Outlook settings page. The values differ slightly by account type — particularly the Tenant ID.

Field	What it is	M365 value	Personal value	Note
Email Type	Pre-selected as Outlook. No action needed.	Outlook	Outlook	Same for both
Email ID	Your support email address.	support@company.com	name@outlook.com	Same for both
Client ID	Unique ID of the App you register in Azure.	xxxxxxxx-xxxx- xxxx-xxxxxxxxxxxx	xxxxxxxx-xxxx- xxxx-xxxxxxxxxxxx	Same for both
Client Secret	Secret key generated in Azure. Treat like a password.	Long random string	Long random string	Same for both
Client Scope	Permissions the app is granted.	https://outlook. office365.com/.default	https://outlook. office365.com/.default	Same for both
Tenant ID	Your Microsoft directory ID.	Your org GUID (xxxx-xxxx-xxxx)	Type: consumers (literally this word)	DIFFERENT — see note
Outlook User ID	The mailbox email address to access.	support@company.com	name@outlook.com	Same for both

⚠️ Important: Tenant ID is different by account type

For Microsoft 365 accounts, the Tenant ID is a unique GUID you copy from Azure. For personal Outlook.com accounts, type the word consumers (all lowercase, no quotes) in the Tenant ID field. Do not enter a GUID for personal accounts.

SECTION A — Microsoft 365 / Office 365 accounts

For email addresses on your company domain (e.g. support@yourcompany.com)

⚠️ You will need your IT administrator for parts of this

This process requires access to the Microsoft Azure / Entra portal, which is typically restricted to IT admins. If you do not have access, share Steps A1–A5 with your IT administrator and ask them to complete those steps and send you the Client ID, Tenant ID, and Client Secret. You can then complete Step A6 yourself.

Open your browser and go to:

https://portal.azure.com

📌 Tip

If you see a message saying you do not have permission, your account may not have admin access. Ask your IT team.

Step A2 — Go to Microsoft Entra ID

• In the search bar at the top, type Microsoft Entra ID and press Enter.

• Click Microsoft Entra ID in the search results.

• You will land on the overview page showing your organisation’s name.

📌 Note

Microsoft renamed ‘Azure Active Directory’ to ‘Microsoft Entra ID’ in 2023. They are the same thing.

Step A3 — Create a new App Registration

An App Registration is how you give the ticketing system secure, password-free access to your mailbox. Think of it as creating an official ID card for the ticketing tool.

• In the left sidebar under Manage, click App registrations.

• Click + New registration.

• Fill in the form:

• Name: Enter something recognisable, e.g. TicketSystem-Email

• Supported account types: Select “Accounts in this organizational directory only”

• Redirect URI: Leave blank

• Click Register. You will be taken to the app’s Overview page.

Official guide: Register an app in Microsoft Entra ID

Step A4 — Copy your Client ID and Tenant ID

On the Overview page, look for the Essentials section. Copy both of these values and save them somewhere — you will need them when filling the ticketing system form.

Label on screen	What it is — copy this
Application (client) ID	This is your Client ID. Click the copy icon next to it.
Directory (tenant) ID	This is your Tenant ID. Click the copy icon next to it.

⚠️ Avoid typos — use the copy icon

Both values look like: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx. Always use the clipboard copy icon next to each value rather than typing it manually.

Step A5 — Add API permissions

You need to grant the ticketing system permission to read emails and send replies from your mailbox.

• In the left sidebar, click API permissions.

• Click + Add a permission → Microsoft Graph → Application permissions.

• Search for and tick these three permissions:

Permission	Why it is needed
Mail.Read	Reads incoming emails to create tickets
Mail.Send	Sends the automated reply with the ticket ID
Mail.ReadWrite	Marks emails as processed after ticket creation

• Click Add permissions.

• Back on the permissions page, click Grant admin consent for [Your Organisation], then click Yes.

📌 What is admin consent?

Requesting permissions and approving them are two separate actions. Without clicking ‘Grant admin consent’, the permissions are listed but not active — the integration will not work. Only an administrator can approve this.

Step A6 — Create a Client Secret

The Client Secret is a one-time password the ticketing system uses to authenticate itself to Microsoft.

• In the left sidebar, click Certificates & secrets.

• Click + New client secret.

• Add a description (e.g. TicketSystem Secret) and set expiry to 24 months.

• Click Add.

🚨 Copy the Value immediately — you cannot see it again

Once the secret is created, copy the text in the Value column right away. Once you navigate away from this page, it is hidden permanently.

IMPORTANT: Copy the Value column — NOT the ‘Secret ID’. They look similar but are different. The Value is the long random string in the second column.

Official guide: Add a client secret to your app registration

Step A7 — Enter details in the ticketing system

Go to Settings › Email Settings in your ticketing system, select Outlook, and fill in as follows:

Field	What to enter
Email Type	Select Outlook (pre-selected)
Email ID	Your support email address (e.g. support@yourcompany.com)
Client ID	Paste the Application (client) ID from Step A4
Client Secret	Paste the secret Value from Step A6
Client Scope	Copy and paste exactly: https://outlook.office365.com/.default
Tenant ID	Paste the Directory (tenant) ID from Step A4
Outlook User ID	The full email address of the mailbox (e.g. support@yourcompany.com)

Once all fields are filled, click Save.

Step A8 — Complete email verification

After saving, a verification email will be sent to the Outlook address you entered. The integration is not active until this is done.

• Open the inbox of the email address you linked.

• Find the email from the ticketing system and click the verification link inside.

• Once verified, the status in Settings will change to Verified / Active.

⚠️ Did not receive the verification email?

Check your spam or junk folder. If it is not there after 5 minutes, return to email settings and use the option to resend the verification email.

SECTION B — Outlook.com personal accounts

For @outlook.com, @hotmail.com, or @live.com email addresses

ℹ️ Good news — this process is simpler

Personal Outlook.com accounts do not require an IT administrator. You can complete all steps yourself using your personal Microsoft account. However, you will need to create a free Azure account if you do not already have one.

Step B1 — Enable IMAP access on your Outlook.com account

Personal Outlook.com accounts have IMAP access turned off by default. You must enable it before the ticketing system can connect.

• Open outlook.com in your browser and sign in.

• Click the gear icon (⚙️ Settings) at the top right.

• Click Mail in the left sidebar, then click Forwarding and IMAP.

• Under POP and IMAP, toggle Let devices and apps use IMAP to ON.

• Click Save.

Official Microsoft guide: POP, IMAP, and SMTP settings for Outlook.com

Go to https://portal.azure.com and sign in with your personal Microsoft account (the same one as your Outlook.com email).

📌 Do not have an Azure account?

Azure is free to sign up. Go to https://portal.azure.com and click ‘Create one!’ to register with your Microsoft account. No credit card is required for the free tier.

Step B3 — Create a new App Registration

• In the search bar, type Microsoft Entra ID and press Enter.

• Click App registrations in the left sidebar.

• Click + New registration.

• Fill in the form:

• Name: Enter something recognisable, e.g. TicketSystem-PersonalEmail

• Supported account types: Select “Accounts in any organizational directory and personal Microsoft accounts”

• Redirect URI: Leave blank

• Click Register.

⚠️ Account type selection is critical for personal accounts

For personal Outlook.com accounts, you MUST select “Accounts in any organizational directory and personal Microsoft accounts”. If you select “Accounts in this organizational directory only”, personal accounts will be blocked from authenticating.

Step B4 — Copy your Client ID

On the App Overview page, find and copy:

• Application (client) ID → this is your Client ID. Copy it using the clipboard icon.

📌 What is your Tenant ID for a personal account?

You do NOT enter a GUID for the Tenant ID when using a personal Outlook.com account.

Instead, type the word: consumers

This is a special Microsoft keyword that tells the system to use personal Microsoft account authentication. Enter it exactly as written, all lowercase.

Step B5 — Add API permissions

• Click API permissions → + Add a permission → Microsoft Graph → Delegated permissions.

• Search for and tick: Mail.Read, Mail.Send, Mail.ReadWrite, and offline_access.

• Click Add permissions.

📌 Why offline_access?

For personal accounts, offline_access allows the system to refresh its access token in the background without requiring you to re-authenticate every hour. Without it, the integration will stop working after a short time.

Step B6 — Create a Client Secret

• Click Certificates & secrets → + New client secret.

• Add a description and set expiry to 24 months.

• Click Add.

• Immediately copy the Value (not the Secret ID). This is your Client Secret. You will not be able to see it again.

🚨 Copy the Value immediately — you cannot see it again

Once you navigate away from this page, the full value is hidden forever. If you lose it, you must delete the secret and create a new one. Copy the Value column — NOT the Secret ID.

Step B7 — Enter details in the ticketing system

Go to Settings › Email Settings in your ticketing system, select Outlook, and fill in as follows:

Field	What to enter
Email Type	Select Outlook (pre-selected)
Email ID	Your Outlook.com email address (e.g. name@outlook.com)
Client ID	Paste the Application (client) ID from Step B4
Client Secret	Paste the secret Value from Step B6
Client Scope	Copy and paste exactly: https://outlook.office365.com/.default
Tenant ID	Type exactly: consumers (lowercase, no quotes, no spaces)
Outlook User ID	Your full Outlook.com email address (e.g. name@outlook.com)

Once all fields are filled, click Save.

Step B8 — Complete email verification

After saving, a verification email will be sent to the address you entered. The integration is not active until you complete this step.

• Open the inbox of the email address you linked.

• Find the verification email from the ticketing system and click the verification link.

• The status in Settings will update to Verified / Active once confirmed.

⚠️ Did not receive the verification email?

Check your spam or junk folder. If it is not there after 5 minutes, return to email settings and use the resend verification option.

Troubleshooting

Issue	What to do
Cannot log in to portal.azure.com (M365)	Ask your IT admin. Your account may not have Azure portal access.
Cannot see App registrations (M365)	Your account may lack the Application Developer role. Ask your IT admin to assign it or complete Steps A3–A6 for you.
Client Secret value was lost	Go to Certificates & secrets, delete the old secret, and create a new one. Update the ticketing system with the new value.
M365 error: ‘Insufficient privileges’	Admin consent was not granted in Step A5. Return to API permissions and click Grant admin consent.
Personal account: authentication fails	Check that Supported account types was set to include personal accounts (Step B3) and that IMAP is enabled (Step B1).
Personal account: stops working after a short time	Ensure offline_access permission was added in Step B5. Without it, access tokens expire quickly.
Tenant ID error	M365: paste your GUID Tenant ID. Personal: type the word consumers. These are the only two valid values.
Verification email not received	Check spam/junk. Ensure the Outlook User ID matches the actual mailbox email address.
Status still shows Unverified	The verification link may have expired. Go back to email settings and resend the verification email.