SMTP and Outbound Email Problems

Test SMTP first

Save SMTP settings and use Test SMTP.

Authentication failure

Verify SMTP host, port, security, username and password.

Security mismatch

The selected Security mode must match the mail provider. A TLS/SSL mismatch can prevent connection even when the username/password are correct.

Sender rejected

Check From email and confirm the SMTP provider permits that sender/domain.

Test succeeds but ticket email is missing

Check the customer email, ticket Reply workflow, spam filtering and provider delivery logs.

Internal Note not emailed

This is expected. Internal Notes are intentionally Staff-only.

Credentials

Never paste SMTP passwords into public support requests or screenshots.