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 Settings > 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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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.”
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 I use my organization’s email server for outbound emails?
Yes. You can configure a custom SMTP server in BoldDesk to send outbound emails through your organization’s email server instead of BoldDesk’s default server.
2. How do I set up a custom SMTP server in BoldDesk?
To configure your SMTP server:
- Go to Settings > Emails.
- Select an existing email account or click Add Email.
- In the Email Server section, choose Custom Email Server.
- Select Microsoft if you use Microsoft services, or Others for other providers.
- Enter your SMTP server details, including username and password, then click Save.
3. Will email delivery status be tracked in BoldDesk when using SMTP?
No. When SMTP is configured for your support email address, email delivery status for ticket updates will not be tracked in the BoldDesk agent portal.
4. Can I connect Microsoft 365 email to BoldDesk without SMTP using an Exchange connection?
No. BoldDesk’s documented setup for Microsoft 365 uses SMTP with Modern Auth/OAuth (or BoldDesk’s default mail server) for outbound email. A direct Exchange/Graph connector that avoids SMTP for outbound sending isn’t supported.
5. Why do I see “daily outbound email limit reached” in BoldDesk?
If you are using a Custom Email Server (SMTP), the limits are generally set by your email provider (such as Microsoft 365, Google Workspace, or another SMTP service). When using BoldDesk’s default email server, outbound limits usually apply to trial tenants, whereas paid tenants are generally exempt from these restrictions.
