Plan requirement
| Subscription | Any plan |
| Access | Admin |
The SMTP connector routes Zendesk mail through your own mail infrastructure, which some organisations require.
What it changes
Normally Zendesk sends your replies itself, and your DNS records say that is allowed. With the SMTP connector, Zendesk hands mail to your own server, which then sends it.
The difference matters to organisations that must keep all outgoing mail within their own systems: for archiving, for compliance, or because a policy says so.
Two modes
- Outbound only. Mail arrives at Zendesk as usual; replies go out through your server.
- Two-way. Both directions run through your infrastructure.
Outbound only is the more common choice and the simpler one.
Set it up
- Open the email channel settings in Admin Center.
- Choose the authenticated SMTP connector.
- Enter your server details and the credentials for a dedicated account.
- Test, and watch what arrives at the far end.
Do not choose this without a reason
It adds a component that can fail, and when it does your replies stop rather than being delayed. The default arrangement is simpler and, for most organisations, entirely adequate.
Not sure whether your organisation needs this? Tell us what the requirement is and we will help you work out whether the connector is the right answer or whether the standard setup already covers it.
Comments
0 comments
Article is closed for comments.