SMTP delivery

Outgoing transport is configured as a standard SMTP, Microsoft 365, or Google account.

Overview

This page explains how to use SMTP delivery and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

  1. Create and edit an SMTP account. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

  2. Test the connection. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  3. Activate and deactivate an account. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.

  4. Connect Microsoft 365 or Google through OAuth2. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  5. Renew or disconnect an OAuth connection. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  6. Automatically renew access and refresh tokens. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

  • Visible menu items and actions depend on the signed-in agent’s group and program permissions.

  • Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

  • After making changes, test at least one realistic use case with a user in the affected role.