Use SMTP to Send From Help Scout
If you are using your own email address with Help Scout, we send email on your behalf via our own Help Scout mail servers by default. You may choose to configure Help Scout to send from your email provider using SMTP instead.
If you're using Google Workspace (formerly known as G Suite) or Gmail, see Use Google OAuth to Send From Help Scout instead.
Note: If you are using your Help Scout email address directly — e.g. firstname.lastname@example.org — you cannot configure SMTP to send from that address. SMTP is an option only if you are using a custom email address and your email provider offers SMTP access.
You'll need the outgoing server name, mailbox username/password, port, and security details from your email provider to set up a custom SMTP connection. Reach out to your IT team, email administrator, or the support for your email provider to find out their specific information if you need it.
Head to Manage > Mailbox (or Mailboxes) > Choose your Mailbox > Outgoing Email. and choose Use custom SMTP, then choose Send with other SMTP to fill in the details.
Make sure you click Save at the bottom after testing the connection!
For a standard Office 365 email setup using a regular inbox, the Outgoing Server will be smtp.office365.com, the username would be your custom address, the port will be 587, and you'll choose TLS for the security. Check in with your IT team or email administrator for help if you have a different Office 365 / Exchange setup.
Are sent emails synced to my email provider if I use SMTP?
Afraid not. Email providers do not offer a way to do this via SMTP by default. Google based email will sync sent messages if you send email through Google OAuth.
I received an email from Help Scout support regarding connection errors. What gives?
What happens if my custom connection fails momentarily, or for an extended amount of time?
If the error you see in that email says Authentication failed, double check your connection settings and try resetting the password in Help Scout. If your username or password has changed at your email provider, you'll need to update them there too!
If we're unable to connect to your SMTP server, your emails will still be sent — we default to sending from our own mail server if we detect problems. Check out Invalid Connection Settings for more details on the different errors you might run into.