Setting up the authenticated SMTP connector

The SMTP connector routes Zendesk mail through your own mail infrastructure, which some organisations require.

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

1. In Admin Center, click Channels and select Talk and email > Email.
2. Click Edit Authenticated SMTP Connectors, then Add domain.
3. Decide between two-way relay, where mail goes in and out through your server, and outbound-only relay, where only outgoing mail does.
4. Enter your server details and the credentials for a dedicated account.
5. 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.

See also

• Connecting Microsoft Exchange
• Setting up SPF, DKIM and DMARC
• Email encryption and private relay services