Update: We found that again some incoming eMails got lost (neither attached to the cases nor found in spam). So we decided not to forward eMails to Servicecamp anymore. Rather we keep them in the Shared Mailbox and set Servicecamp to Poll the eMails via POP. Retrieved eMails this way are deleted, so the inbox should always be empty a few minutes after mails are received. I think this is currently the best way, as we cannot risk loosing incoming mails.
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We had the same problems and after try-and-error and only sporadic working we decided to forward all incoming eMails to [please do not post email addresses].
This has some advantages:
Incoming eMails will be received at servicecamp 100% sure Incoming eMail without the ticket number aren't forwarded, so our inbox of the shared mailbox is normally empty, except of eMails without ticket-number (Exchange Mailflow Rule)
Sending from Servicecamp over SMTP (Exchange Online) is absolutely no problem if you set as follows:
Incoming Mail Server (IMAP): Host: outlook.office365.com (993 - SSL enabled) Outgoing Mail Server (SMTP): Use own outgoing Mailserver Host: smtp.office365.com (587 - STARTTLS)
User Name: just the eMail-Address of the shared Mailbox without any Backslashes(!) Password: It seems, that if you change anything on the setting, you have to paste your password again! We spent hours to see, that nothing is working until we pasted the password again!!
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