Configure an outgoing SMTP connector

Updated Monday, October 26, 2026 · Marc Staine

An outgoing SMTP connector sends Supportbench email through your organization’s mail service. Use it when your outbound-delivery policy requires a specific relay, while keeping provider authentication and TLS requirements explicit.

Applies to: Supportbench Core. Location: Settings → Email configuration → SMTP (outbound email). Access and available controls depend on your role and account capabilities.

Before you begin

You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

Open Email configuration → SMTP and review the current saved connector.
Enter the server and port, authentication values when required, and TLS requirement.
Choose whether to use the connector. Saving an active connector sends a verification message before changes are stored.
Save and review the result; an inactive save does not perform the network verification.
Confirm delivery with a controlled test email and check that account-wide email delivery is not paused.

Settings reference

Connection, security and delivery

Setting	What it controls	How to choose
Server	SMTP hostname or IP address, without a URL scheme. Unsafe or local-only destinations are rejected.	Use the hostname provided for the approved SMTP service.
Port	The provider’s SMTP listener. Port 465 uses direct TLS; other secure ports use STARTTLS.	Match the provider’s documented listener and TLS mode.
Username	SMTP account username, up to 100 characters, when authentication is required.	Use the credential issued for this connector.
Password	Write-only connector secret; blank preserves an existing stored password. Replacement is limited to 63 ASCII characters.	Enter a replacement only when changing the credential; the stored secret is never displayed.
Require TLS	Requires strict certificate validation and encrypted negotiation.	Keep encryption requirements consistent with the approved relay; resolve certificate problems at the provider.
Use this connector	Uses this connector for delivery when enabled; otherwise the shared Supportbench service is used.	Activate after the connection details are ready.
Remove connector	Removes the custom SMTP configuration.	Review the fallback delivery path before removing it.

Behavior to know

Account-wide delivery pause overrides connector readiness. The page displays a pause notice when applicable.

Recommended use

Treat an inactive save as configuration storage, not proof of connectivity.
Retain the existing secret by leaving its field blank when changing unrelated options.
Existing anonymous relays can show authentication as unnecessary; follow the form’s available controls.

Worked example

Obtain the approved relay hostname, port and credentials.
Configure the connector and require the provider’s supported TLS mode.
Enable Use this connector and save.
Confirm the verification succeeds, then inspect a controlled outbound response.

Troubleshooting

Problem	What to check
The item is missing from a picker.	Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.	Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.	A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.

Email configuration → Configure reply addresses and signatures
Email configuration → Manage email block and allow rules

Was this article helpful?