How to Configure a Custom SMTP Server for Outbound Emails
By default, BoldDesk uses its own email server to send outbound emails such as ticket replies and notifications. If you prefer to send emails through your organization’s email server for better control, branding, or compliance, you can configure a custom SMTP server in BoldDesk.
Follow these steps to set up your SMTP server for outbound emails:
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Go to Admin > Emails.
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Select an existing email account or click Add Email to create a new one.
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In the Email Server section, choose Custom Email Server.
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Choose Email Type
- If you use Microsoft services, select Microsoft as the Email Type.
- Otherwise, select Others.
This setup is specifically for outbound emails. If you need both inbound and outbound, choose the appropriate option based on your requirements.
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Enter Server Details:
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Under the email system, select Others.
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Fill in the required username and password details for your email server.
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Click Save to apply the settings.
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Enter SMTP Server Details (Microsoft)
When Microsoft is selected as the Email Type, use the following SMTP details:
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SMTP Host:
smtp-mail.outlook.com -
Port:
- 587 (TLS)
- 465 (SSL)
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Use SSL:
- Port 587: No
- Port 465: Yes
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Username: Your email address
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Password: Your email account password or app password (as applicable)
After entering the details, click Save to apply the configuration.
- Completion:
- Once saved, your server will be configured with SMTP.
- All outbound emails will now be sent from your configured server instead of BoldDesk’s default server.
- If you use BoldDesk’s default email server, outbound email limits typically apply only to trial tenants (trial accounts are limited to 30 outbound emails per day), while active paid tenants are not restricted.
- If you configure Custom Email Server (SMTP), all outbound emails are sent through your organization’s email server, so any provider-side sending limits (daily caps, throttling, rate limits, or spam controls) can trigger “daily outbound email limit reached.”
Shared Microsoft/Outlook Inbox as a Custom Email (Outbound only)
A shared Microsoft/Outlook inbox can be connected in BoldDesk as a custom email using Custom SMTP.
Setup path
Settings → Emails → Add Email
Then select:
- Email Server: Custom Email Server
- Email Type: Microsoft
- Provide SMTP credentials and Save
- This setup supports outbound email only.
- Email delivery tracking is not available with custom SMTP.
- Direct Microsoft Exchange or Graph connectors for outbound emails are not supported.
Tips
- Verify your SMTP server details to prevent email delivery failures.
- Update credentials regularly to maintain security.
By following these steps, you can successfully configure your custom SMTP server for outbound email management in BoldDesk.
- When SMTP is configured for your support email address, email delivery status for ticket updates will not be tracked in the BoldDesk agent portal.
- When configuring a verified SMTP setup in BoldDesk, DomainKeys Identified Mail (DKIM) authentication is not mandatory. SMTP verification ensures that outgoing emails are sent through your authenticated mail server, providing secure and reliable delivery without requiring DKIM records.
- BoldDesk does not provide a direct Microsoft Exchange/Graph connector for sending emails that bypasses SMTP. A native Exchange/Graph‑only path for outbound sending isn’t supported in BoldDesk.
Frequently Asked Questions (FAQs)
1. Can BoldDesk send outbound emails using my organization’s email server?
Yes. Configure Custom Email Server (SMTP) for the support email address.
2. Where do I configure custom SMTP in BoldDesk?
Go to Admin → Emails, select or add an email account, choose Custom Email Server, select Microsoft or Others, enter SMTP credentials, and Save.
3. Does BoldDesk track email delivery when using custom SMTP?
No. When a support email address uses SMTP, email delivery status for ticket updates is not tracked in the agent portal.
4. Can I send outbound email through Microsoft 365 without SMTP (Exchange/Graph connector)?
No. A direct Exchange/Graph-only outbound connector is not supported in BoldDesk.
5. Why does BoldDesk show “daily outbound email limit reached”?
If you use Custom Email Server (SMTP), the limit is typically enforced by your email provider (caps, throttling, anti-spam controls). If you use the BoldDesk default email server, limits typically apply mainly to trial tenants (30/day).
6. Can I configure a shared Microsoft/Outlook inbox for outbound sending?
Yes. Add the inbox under Settings → Emails → Add Email, select Custom Email Server, choose Microsoft, enter SMTP credentials, and save
