Is it necessary to configure an SMTP server?
If you are using our Gmail/Outlook email integration, you do not need to setup SMTP. If you used a legacy forwarding address setup to forward emails to SupportBee, you need to setup SMTP to be able to send replies to your customers.
How do I configure an SMTP server?
First of all, you need to know the SMTP settings for your specific email provider. Once you have those settings, proceed as follows:
Select 'Admin' from the top left menu
Select 'Email' from the left-hand menu, then click on the 'gear icon' of the address you wish to update
Click on 'SMTP'
- Fill in the fields with the SMTP settings for your specific provider
- Click 'Save'. This may take up to 60 seconds as we verify the settings and attempt to contact your SMTP server
Can you monitor/troubleshoot my SMTP server?
Troubleshooting your SMTP server will depend greatly on your specific email provider. However, two common issues will cause the setup of SMTP in SupportBee to fail:
- Check the port and security settings for your client. If the port settings are incorrect, then your SMTP setup will fail. The security settings must also be correct (TLS and StartTLS are not interchangeable)
- Check that your email client is allowing the connection. Many email clients will block attempted connections as 'unknown.' You will have to allow the connection (SupportBee connection attempts will show a location of Germany).
If you have any other issues with setting up your SMTP server, please contact us for assistance.