Fix Username and Email Mismatch in Office 365
What should I do if my Office 365 username and primary email address don't match?
If your Office 365 username and primary email address don't match, it can cause the 'Cannot Authenticate' error during integration with Zendesk Sell. It's crucial that these fields are identical in your Microsoft admin settings.
For example, if your username is gmason@zendesk.com and your primary email is GregMason@zendesk.com, the integration will fail. Correcting this mismatch should resolve the error and allow for successful integration.
More related questions
Why am I getting a 'Cannot Authenticate' error when signing in with Microsoft on Zendesk?
The 'Cannot Authenticate' error occurs when there's an issue with the integration of your Office 365 email account with Zendesk Sell. This error indicates that while the authorization of the OAUTH application on the Office 365 side was successful,…
How can I ensure my Office 365 email integrates with Zendesk Sell?
To successfully integrate your Office 365 email with Zendesk Sell, make sure your Microsoft admin settings are correct. The Username and Primary email address fields must match; otherwise, Microsoft will block the integration. Additionally, the…
Why is enabling SMTP AUTH important for Zendesk Sell integration?
Enabling SMTP AUTH is crucial for the integration of Office 365 email with Zendesk Sell because it allows the application to authenticate and send emails on your behalf. Without it, the integration will fail, resulting in a 'Cannot Authenticate'…
What steps should I follow if I encounter email integration errors in Zendesk?
If you encounter email integration errors in Zendesk, start by checking that your Office 365 settings are correct. Ensure that the Username and Primary email address fields match and that SMTP AUTH, IMAP, and SMTP are enabled. If these settings are…
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