Overview
Every Kayako Classic account starts out with a default email queue that is set up to handle any emails coming into support@yourcompany.kayako.com.
For any non-Kayako email address, you need to create additional email queues. For example, you might want to set up several email queues for different addresses in your company domain — let’s say, support@yourcompany.com, sales@yourcompany.com, and info@yourcompany.com.
The article covers the points to consider while configuring Outbound emails (SMTP).
Information
The following points should be considered while configuring an outbound email:
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A Kayako helpdesk does not have an SMTP (Simple Mail Transfer Protocol) server of its own and needs an SMTP server for every outbound email activity ranging from ticket replies, notifications to survey emails among other things.
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Just like incoming emails, sending emails via an SMTP server requires a working email account with a username and password of its own. This also means that the firewall and other security settings must not interfere in its proper functioning.
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The SMTP details are mentioned under Admin CP > Settings > Email > SMTP Settings. Details should be mentioned here carefully. Hostname mentioned should resolve to an IP address, if not then the IP address can be specified.
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The sender of outbound emails can be anyone (address mentioned in the ‘From’ field of the message). If this address is of a different SMTP user then the SMTP user being used must have permissions to send on behalf of other users of the same domain.
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If the mail server supports open relay then mentioning the username and password part can be skipped. If it doesn’t then the username and password mentioned should be correct and must not require any additional security like 2 step verification or captcha.