Email remains the lifeline of the Lansweeper Helpdesk. When it breaks, ticket flow freezes and teams feel the impact within minutes. Today’s quick‑tech guide shines a clear light on common email setup frequently asked questions.
What Is Going On
Microsoft retired Basic Authentication for SMTP, IMAP, and POP3. This change pushed all integrations toward Microsoft Graph. Lansweeper now relies fully on Graph application permissions. If those permissions are missing, expired, or misconfigured, the Helpdesk cannot read or send email.
Many admins struggle when configuring Microsoft 365 mailboxes with the Lansweeper Helpdesk. They meet sudden authentication errors, missing tickets, or broken notifications. These issues often appear after Microsoft disables legacy authentication or when mailbox settings drift from the required configuration. The symptoms look chaotic, but the underlying causes are consistent.
Another common issue arises when users attempt to connect a shared mailbox. Graph blocks this unless the mailbox has its own license. Misaligned tenant, client, or secret values also cause Graph to deny requests, leading to cryptic errors like “Processing client & authentication token error” or “Request_ResourceNotFound.”
Questions and answers
Q: How do I configure email for the Lansweeper Helpdesk?
Configure Microsoft Graph (REST) as your email server - this is now the required method for Microsoft 365. SMTP/IMAP/POP3 are no longer supported due to Microsoft disabling Basic Authentication. The setup requires creating an application registration in Azure with proper API permissions
Q: Can I use a shared mailbox for the Helpdesk?
No. The helpdesk email must be a dedicated, licensed mailbox - not a shared mailbox or distribution list. Using a shared mailbox causes authentication errors and prevents proper functionality.
Q: Do I need separate app registrations for multiple mailboxes?
Not necessarily. One app secret can work for multiple mailboxes, though configuration must be identical for each. Some users report better results with dedicated app registrations per mailbox.
Q: What does "Processing client & authentication token error" mean?
This typically indicates:
- Incorrect or expired client secret
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Missing Microsoft Graph API permissions (must be Application, not Delegated)
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Firewall blocking required Microsoft URLs
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Using unlicensed mailbox or shared mailbox
Q: Why aren't my emails creating tickets?
Check these common causes:
Q: Why do I see "Request_ResourceNotFound" errors?
This error indicates Lansweeper cannot find the specified Microsoft Graph resource. Verify your tenant ID, client ID, and that the mailbox exists and is licensed.
Q: Why aren't ticket notification emails being sent?
Common causes include:
Q: Why do test emails work but actual notifications fail?
The test tool functions independently of the full email system. Configuration may appear correct in testing but fail in production due to template settings, dispatching rules, or mailbox permissions.
Q: How do I prevent email loops creating duplicate tickets?
Configure ignored subject filters and email templates properly. Set up regex patterns to catch common loop patterns. Be careful with CC lines - incorrect addresses can trigger thousands of emails.
Q: Can I stop receiving tickets via email and only use the portal?
Yes. Check the "No Incoming Mail Server" box in your helpdesk email account settings.
Q: How do I merge duplicate tickets?
Use the built-in ticket merging feature under the ticket actions menu. Ensure the "Merge Tickets" permission is enabled in Configuration > User Roles
