Your own mail server
Send the emails your customers get from your own address, through your own mail server, so their replies come back to you. Emails to your team still come from us. It's on the Business plan.
What changes
- The confirmation, your team's replies and the "How did we do?" email come from the address you choose, with your name beside it.
- They say "Reply from the page above to keep the whole conversation in one place." where ours say "We don't read replies to this email.", and they carry neither our name nor our footer.
- They don't count toward your reply emails a day. Twenty a day to any one address still holds.
- If your server doesn't take an email, we send it from our address at once, so nothing is lost, and the ticket says so. After three in a row we switch your server off and email you; a test that goes through switches it back on.
Set it up
The workspace's owner does this, under Settings → Mail server: your server's name, its port, the username and password it gave you, the address your customers' emails come from, and the name beside it. Then press Send a test: we send one to you through your server, and use it from then on.
| Port | What it is |
|---|---|
| 465 | A secure connection from the start. |
| 587 | Starts plain and switches to a secure connection, which we require before sending your password. |
| 2525 | As 587, for networks that block it. |
We always use a secure connection and check your server's certificate against its name. Port 25 isn't offered.
Common services
| Service | Server | Port | Username and password |
|---|---|---|---|
| Google Workspace | smtp.gmail.com | 587 | Your address, and an app password |
| Amazon SES | email-smtp.<region>.amazonaws.com | 587 | Your SMTP credentials |
| Postmark | smtp.postmarkapp.com | 587 | Your server API token, as both |
| SendGrid | smtp.sendgrid.net | 587 | apikey, and your API key |
| Mailgun | smtp.mailgun.org | 587 | Your domain's SMTP login |
Microsoft 365 often turns off signing in with a password over SMTP. If yours has, use its SMTP relay or a sending service like those above.
Your SPF, DKIM and DMARC records are your server's: set them up with your provider, so your emails aren't taken for spam.
What we keep
The password is encrypted and never shown again. We keep how each email went, as a word, and never what your server answered. On a plan below Business your customers' emails come from our address again, and your settings are kept.