SMTP configuration allows SupportBee to send replies from your email address. If you are using the native Gmail or Outlook integration, SMTP is handled automatically and you do not need this setup. SMTP is required when you connect your email using forwarding - for example, with providers like Zoho Mail, cPanel-hosted email, Yahoo, or other hosts that SupportBee does not integrate with natively.
When is SMTP required?
You need to configure SMTP if:
- You connected your email address using email forwarding rather than the native Gmail/Outlook integration
- You see the error "Email not sent to the customer. Please set up a SMTP server for this email address" when trying to reply to a ticket
- You are using an email provider other than Gmail or Outlook
You do not need SMTP if you connected your email using the native Gmail/Google Workspace or Outlook/Office 365 integration under Admin > Email. These integrations handle sending automatically.
Configuring an SMTP server
You will need the SMTP settings from your email provider before starting. These typically include the server address, port, security type (TLS or StartTLS), and your login credentials.
- Select Admin from the top left menu
- Select Email from the left-hand menu, then click on the gear icon next to the address you wish to update
- Click on SMTP
- Fill in the fields with the SMTP settings for your specific provider
- Click Save. This may take up to 60 seconds as we verify the settings and attempt to contact your SMTP server
Common provider SMTP settings
| Provider | Server | Port | Security |
|---|---|---|---|
| Google Workspace | smtp.gmail.com | 587 | StartTLS |
| Zoho Mail | smtp.zoho.com | 587 | TLS |
| Yahoo Mail | smtp.mail.yahoo.com | 587 | StartTLS |
| Outlook/Office 365 | smtp.office365.com | 587 | StartTLS |
| cPanel (generic) | mail.yourdomain.com | 465 or 587 | SSL/TLS or StartTLS |
For cPanel-hosted email, the SMTP server is typically mail.yourdomain.com - replace with your actual domain. Check your hosting provider's documentation for the exact settings.
Note for Google Workspace users: If you are setting up SMTP for a Google Workspace account, we recommend using the native Gmail integration instead. It is more reliable and does not require SMTP configuration.
Troubleshooting SMTP errors
Connection failures
If SupportBee cannot connect to your SMTP server:
- Check port and security settings - Port and security type must match exactly. TLS and StartTLS are not interchangeable. Common combinations are port 587 with StartTLS, or port 465 with SSL/TLS
- Allow the connection on your email provider - Many email providers block connections from unrecognized locations by default. SupportBee connection attempts will show a location of Germany. You may need to allow this location or mark the connection as trusted in your email provider's settings
- Check firewall or security policies - If your email is hosted on a private server, ensure the SMTP port is open and accepting external connections
- Use the SMTP test tool - Our free SMTP test tool lets you verify your server connection, inspect TLS settings, and view the full SMTP conversation before configuring SupportBee
Authentication errors
If the connection succeeds but authentication fails:
- Verify your username and password - The SMTP username is usually your full email address. Make sure the password is correct and has not recently changed
- Check for app-specific passwords - Some providers (notably Google Workspace with 2FA enabled) require an app-specific password rather than your regular login password. Generate one in your provider's security settings
- Check for account lockouts - Multiple failed SMTP login attempts can temporarily lock your account. Wait 15-30 minutes and try again
Disconnections
If your SMTP connection keeps dropping:
- Password changes - If you changed your email password, update the SMTP password in SupportBee under Admin > Email > gear icon > SMTP
- Token expiry - Some providers periodically expire credentials. Reconnect by re-entering your SMTP settings
- Provider instability - If your email provider is experiencing outages, SMTP connections may fail temporarily. SupportBee will show a disconnection notification and will attempt to reconnect automatically
SupportBee sends notification emails when an SMTP disconnection is detected. Follow the instructions in the notification to reconnect, or update your settings under Admin > Email.
Email authentication (SPF, DKIM, DMARC)
When using SMTP, email authentication records help ensure your replies are not flagged as spam by recipients. These records are configured in your domain's DNS settings, not in SupportBee.
- SPF - Tells receiving email servers which servers are authorized to send email on behalf of your domain. When sending via SMTP through your email provider, your existing SPF record should already cover this
- DKIM - Adds a digital signature to outgoing emails to verify they have not been tampered with. DKIM is configured through your email provider
- DMARC - Defines how receiving servers should handle emails that fail SPF or DKIM checks
If recipients are not receiving your replies or they are landing in spam, check that your domain has valid SPF and DKIM records. Contact your email provider or hosting company for help setting these up. See our email deliverability guide for more details.
Sending replies from a different address
SupportBee sends replies using the SMTP settings configured for the email address that received the ticket. If you want to receive tickets on one address but send replies from another, you will need to configure SMTP for the receiving address with the sending address's SMTP credentials. Contact SupportBee support if you need help with this setup.