IMAP Connection Issue – "Disconnect called before connection setup" (Zoho + Freshdesk Integration)

IMAP Connection Issue – "Disconnect called before connection setup" (Zoho + Freshdesk Integration)

Hello,

Since April 25, 2025, we are facing a critical issue with our Zoho Mail integration with Freshdesk. Incoming emails are no longer being received in Freshdesk.

Freshdesk Support has confirmed that their system is trying to connect to our Zoho mailbox, but the Zoho IMAP server is refusing the connection during setup. They shared the following technical details:

  • Error Class: SERVER_CONNECTION_ERROR: IMAPServerCommunicationFailure

  • Error Message: Disconnect called before connection setup

  • Server: imappro.zoho.com

  • Port: 993 (SSL)

  • Retries Completed: 4

  • Log Time: April 26, 2025, 09:18:40 (GMT+5:30)

Important notes:

  • We have not made any changes to our Zoho or Freshdesk settings in over a year.

  • IMAP settings (server address, port, credentials) are confirmed to be correct.

  • Manual reauthentication or re-adding the mailbox in Freshdesk did not solve the problem.

Questions:

  • Has there been a recent change in Zoho Mail’s IMAP policies (e.g., enforced OAuth, new security updates)?

  • Could there be any server-side issues or restrictions preventing Freshdesk from connecting via IMAP?

  • Is there any way to manually allow external apps (like Freshdesk) again if something has changed?

I kindly request urgent support or clarification, as this affects our ability to manage customer support tickets.


Any help or advice would be highly appreciated!

Thank you very much in advance.



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