Use SMTP to Send From Help Scout

For Connection issues with Exchange 2013 or 2016

Since upgrading to PHP 5.6, Help Scout no longer allows self signed certificates. When Exchange is first installed, a self-signed called "Microsoft Exchange Server Auth Certificate" is created. It is necessary for Exchange services to work properly. Customers running into connection issues may need to follow the instructions in this guide to change the certificate to work with our system:

We send email on your behalf via our own Help Scout mail servers. When you create a mailbox, you have the option to either use our servers (by default) or specify custom outgoing settings. When an SMTP server is set here, we will connect to your email provider to hand off the email to be sent from their servers. 

If you're using Gmail, see Use Google OAuth to Send From Help Scout instead.


You'll need the outgoing server name, mailbox username/password, port, and security details from your email provider to set this up. 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 > Connection Settings. and choose  Use my custom outgoing (SMTP) settings, then choose Send with other SMTP to fill in the details.

For a standard Office 365 email setup using a regular inbox, the Outgoing Server will be, the username would be the mailbox address, the port would be 587, and you'll want to choose TLS for the security. If these settings do not work for you, your IT team or email administrator should be able to help you with the specifics for your account. 

Common questions

Are sent emails synced to my email provider if I use SMTP? 
Nope. Email providers do not offer a way to do this via SMTP by default. Google / G Suite 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.

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