BoldDesk can send outgoing emails (ticket replies and notifications) using the BoldDesk default email server. If an organization requires outgoing mail to be sent through an organization-managed mail server (for compliance, deliverability control, or branding policy), BoldDesk supports configuring Custom Email Server (SMTP) for the support email address.

This article covers outgoing email only configuration using SMTP.

What Changes When you Use Custom SMTP

When a support email address is configured with Custom Email Server (SMTP):

• BoldDesk sends outgoing emails through the organization’s SMTP server.
• Provider-side limits (daily caps, throttling, rate limits, spam controls) apply and can cause outgoing send failures.
• Email delivery tracking is not available for ticket updates in the BoldDesk agent portal when SMTP is used.

BoldDesk does not provide a Microsoft Exchange/Graph-only outgoing connector that bypasses SMTP.

Configuring SMTP for Outgoing Emails

Follow these steps to set up your SMTP server for outgoing emails:

1. Go to Admin > Emails.
2. Click edit on an existing email account or click Add Email to create a new one.
3. Choose Email Setup Type as Connect a support email account then click on next.
4. Choose Email Provider for outgoing emails.
   • If you use Microsoft services, select Microsoft 365 as the Email Type.
   • Otherwise, select Custom.
     This setup is specifically for outgoing emails. If you need both incoming and outgoing emails, choose the appropriate option based on your requirements.
5. Enter SMTP Server Details
   When Custom is selected as the Email provider, use the following SMTP details:
   • SMTP Host: smtp-mail.yourdomain.com
   • Port:
     • 587 (TLS)
     • 465 (SSL)
   • Use SSL:
     • Port 587: No
     • Port 465: Yes
   • Username: Your email address
   • Password: Your email account password or app password (as applicable)
     
     
     
     
     
   • Once saved, your server will be configured with SMTP.

On‑premises Microsoft Exchange (SMTP) with BoldDesk

BoldDesk supports outgoing email through on‑premises Microsoft Exchange by using:

• Email Setup Type: Connect a support email account
• Email Provider: Microsoft 365

This method works with standard SMTP authentication methods such as PLAIN or LOGIN, provided the Exchange environment supports the required SMTP AUTH and connectivity. BoldDesk does not require Exchange-specific settings. Successful sending depends on Exchange and network configuration (for example: SMTP AUTH enabled, correct TLS configuration, and any required firewall/relay rules).

Shared Microsoft/Outlook Inbox as a Custom Email (Outgoing 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 Setup Type: Connect a support email account
• Email Provider: Microsoft 365

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 outgoing email management in BoldDesk.

Troubleshooting

Unable to Send Outgoing Emails

Cause:

• Incorrect SMTP host, port, username, or password.
• SMTP authentication is disabled or blocked by the email provider.

Resolution:

• Verify the SMTP server settings and credentials.
• Confirm that SMTP authentication is enabled for the mailbox.
• Save the configuration and test sending an email again.

Daily Outgoing Email Limit Reached

Cause:
Your email provider has applied daily sending limits, throttling, or spam protection rules.

Resolution:

• Review the sending limits configured by your email provider.
• Wait until the provider’s sending limit resets or contact your email administrator.

Outgoing Emails Are Blocked for Your Account

Banner Message:
Outgoing emails are blocked for your account. Please contact BoldDesk support team.

Cause:
Outgoing email functionality has been restricted for the account.

Resolution:

• If you are an administrator, verify that a valid support email is configured under Admin → Emails and that the outgoing email settings are correctly configured.
• Ensure the configured SMTP credentials or email server settings are valid and active.
• Check whether the account has exceeded any email sending limits imposed by the email provider.
• If the issue persists after verifying the email configuration, contact the BoldDesk Support Team for further assistance.

Microsoft SMTP Authentication Fails

Cause:
Incorrect credentials or SMTP authentication is disabled for the Microsoft account.

Resolution:

• Verify the username and password.
• Use an App Password if required by your Microsoft account security settings.
• Ensure SMTP AUTH is enabled for the mailbox.

Emails Sent Through SMTP Are Not Tracked

Cause:
Email delivery tracking is not supported when using a custom SMTP server.

Resolution:
This is expected behavior. Configure the support email using BoldDesk’s default email server if email delivery tracking is required.

Daily Outgoing Email Quota Exceeded

Banner Message:
Your account’s daily outgoing email quota has been exceeded; it will be reset at the end of the day (UTC). Please contact BoldDesk Support for assistance.

Cause:
Your account has reached the maximum number of outgoing emails allowed for the current UTC day.

Resolution:

• Wait until the daily quota automatically resets at the end of the day (UTC).
• Review recent outgoing email activity to identify any unusually high email volume.
• Consider configuring a Custom Email Server (SMTP) if you frequently reach outgoing email limits.
• If you require immediate assistance or believe the limit was reached unexpectedly, contact the BoldDesk Support Team.

Frequently Asked Questions

1. Can BoldDesk send outgoing 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 outgoing email through Microsoft 365 without SMTP (Exchange/Graph connector)?
   No. A direct Exchange/Graph-only outgoing connector is not supported in BoldDesk.

5. Why does BoldDesk show “daily outgoing 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 outgoing sending?
   Yes. Add the inbox under Settings → Emails → Add Email, select Custom Email Server, choose Microsoft, enter SMTP credentials, and save.

7. Is it possible to use the same SMTP server for different support email addresses?
   Yes. You can use the same SMTP server for multiple support email addresses in BoldDesk.
   To do this, add each support email individually by navigating to Admin → Emails → Add Email. For each support email, configure the Custom Email Server (SMTP) using the same SMTP host and port details.
   Depending on your email service provider, you may use the same SMTP credentials for all mailboxes or assign different credentials if required.
   This approach allows you to manage multiple support emails efficiently while using a single SMTP server setup.

8. Does BoldDesk require any special configuration to work with on‑prem Exchange SMTP?
   No. In BoldDesk, select Custom Email Server and choose Others, then provide standard SMTP details (host, port, TLS, credentials).

Related Articles

1. How to Configure Default and Custom Support Email Addresses in BoldDesk
2. How to Change a Support Email Display Name in BoldDesk