Google OAuth Support for Gmail Mailboxes in Jitbit Helpdesk

Update – March 2025: Apparently, expanding Google OAuth support to over 200 customers requires undergoing a comprehensive, year-long audit- an expensive process that can cost thousands of dollars. While we're still evaluating our next steps, we recommend using an app password with a 2FA-enabled Google account for email integrations in the meantime.

Jitbit Helpdesk has started rolling out support for Google OAuth in our SaaS version specifically for connecting Gmail mailboxes. This is an important update that aligns with Google's ongoing efforts to enhance security by phasing out login/password authentication for IMAP and SMTP in favor of OAuth.

Why This Matters

Google's shift to OAuth means a more secure and seamless experience for managing your mailboxes. OAuth eliminates the need for users to manually enter and store their login credentials, reducing the risk of phishing and other security threats.

You can still use login/password authentication if you enable 2FA for your Google acocunt and create an "app password" however this option is going away soon, Google will be removing it the Autumn of 2024

How to Connect Your Gmail Mailboxes

With our new OAuth support, connecting your Gmail mailbox to Jitbit Helpdesk is straightforward:

1. Initiate the Connection: Go to your Jitbit Helpdesk "Admin - Email - Incmoing mailboxes" choose to add a new "Gmail" mailbox.
2. Consent Screen: You will be redirected to a Google OAuth consent screen.
3. "This app isn't verified": Since our app is still undergoing Google's verification process, you will encounter a warning.
4. Proceed Anyway *: Click on "Advanced" and then select "Proceed to jitbit.com" to continue.
5. Complete Setup: Follow the prompts to complete the mailbox setup.

* Understanding the Verification Process

Google's app verification process is thorough and can take some time. During this period, the "this app isn't verified" warning will appear. Rest assured, our implementation is secure, and the warning is only temporary. We are working closely with Google to expedite the verification.

How Jitbit uses your Google/GMail data

We store the OAuth authentication token and use it to pull emails from GMail to convert them to support tickets. None of your information is sent to 3rd party services or being used to develop or train any AI or ML models. Retention: the emails we pull are removed from your account 2 months after you decide to close your account (just in case you decide to restore it back) or until you delete it yourself.

What’s Next

We are committed to providing you with the best possible user experience. Once Google completes the verification, the warning will no longer appear, and the process will be even more seamless. We appreciate your patience and understanding during this transition.

Feedback and Support

Your feedback is invaluable to us. If you encounter any issues or have any questions, please reach out to our support team. And thank you for your continued support as we strive to enhance the security and functionality of Jitbit Helpdesk.

Stay tuned for more updates!