If you are using any Google Workspace or Google Cloud Identity, there will be no immediate impact for you. However, we request you to reauthorize the mailbox and use OAuth as it is the standard secure way.


To help keep your account secure, starting May 30, 2022, Google will no longer support the use of third-party apps or devices which ask you to sign in to your Google Account using only your username and password. Read more


If you are using basic authentication, the incoming and outgoing email transactions will not work due to the deprecation post-May 30th, 2022.


This will hamper ticket creation, agent replies, and all email notifications sent via configured mailbox.

How to reauthorize your Gmail address in Freshdesk?


The email server settings under Freshdesk will require a re-authorization. If you are using Gmail as a default or custom mail server in Freshdesk and if you have already configured basic authentication, follow these steps,

  1. Go to Admin > Channels > Email and you will see the list of email addresses present in your account. 
  2. There will be a warning displayed under the email address which has been authorized using basic authentication. Click on the link to reauthorize the mailbox via Oauth as shown below:



  1. Once you click on ‘Click here, you will be redirected to the page as shown below. Click on ‘Sign in with Google’ and you have successfully reauthorized your account. 

 

 

 

  1. If you have multiple Gmail based support emails then you have to individually do the OAuth/reauthorize for each support email



Enabling 2-factor authentication:


If you are not able to reauthorize your Gmail account and move to OAuth 2.0 before May 30, 2022, alternatively you can enable 2-factor authentication (2FA or 2-step verification) and configure application-specific passwords.


Here are the steps to enable 2-factor authentication: 

Note: This is not an official confirmation with Google that this is indeed a viable alternative. However, it is recommended to move to OAuth 2.0 before May 30, 2022.


  1. Sign in to your Gmail account.
  2. Click Settings on the top right corner.
  3. Click Accounts and Import tab on the Settings page.
  4. Click Other Google Account settings in the Change account settings: option.
  5. Click Security on the left panel.
  6. Scroll down the page to the Signing into Google section (screenshot below).
  7. Select the 2-Step Verification option and follow the in-app instructions.


 


 

For any further assistance drop an email to support@freshdesk.com