Configure an outgoing email account

Define your SMTP server and WHD e-mail address for your outgoing e-mail account.

To prevent WHD from sending nonstop ticket updates, use a current e-mail address. Do not use an alias.

  1. Click Setup > E-Mail > Outgoing Mail Accounts.
  2. Click New.
  3. Enter the location of your SMTP server.

    For example:

  4. In the Port field, enter the port number that receives automated e-mail notifications from your SMTP server.

    Use default port 25 unless your SMTP server requires a specific port.

  5. Select the SSL checkbox if required by your SMTP server.

    A green indicator indicates a connection exists to your SMTP server.

    A red indicator indicates a failure to connect to the SMTP server.

  6. Click Make Default to configure this account for sending all non-ticket e-mail messages and any ticket messages for incoming mail accounts linked to the default. Otherwise, leave this field as is.

  7. Select an SMTP server authentication method based on your SMTP server settings.

    If you do not use an authenticated account (such as Gmail or Office365) for your outgoing e-mail, select Anonymous.

    If this option is not allowed by your SMTP server, you may receive an error when sending outgoing e-mail.

    If you use an authenticated account for your outgoing e-mail, select Simple and enter the user name and password of the SMTP server. This option provides additional security compared to anonymous authentication.

  8. Enter a name that displays in the From address field for e-mail sent by this SMTP server.

  9. Enter the e-mail address your customers use to send requests to your Technical Support team. When received, this request is converted into a ticket.

    For example: 

    This field only displays if you did not select the following option at Setup > E-Mail > Options:

  10. Enter a list of approved domains used by this account for all outgoing e-mails. If the field remains blank, the e-mail account will send e-mail to all domains.

  11. Enter all e-mail accounts that are linked to this account.

    See Setup > E-Mail > Incoming Mail Accounts > [E-mail Account] > Outgoing Mail Account for e-mail account details.
  12. Enter any additional properties sent to the mail engine to change the behavior of mail servers with special needs.

    The following table lists properties you can enter in this field. Enter each property separated by a semicolon and space. For example:

    mail.smtp.ehlo=false; mail.smtp.noop.strict=false; mail.smtp.userset=true

    WHD Technical Support may provide you with additional properties, if required.

    Property Description
    mail.smtp.ehlo=false Used for mail servers that require the legacy HELO command instead of the common EHLO command.
    mail.smtp.noop.strict=false

    Addresses some Microsoft Exchange Server versions that return an incorrect response code to the SMTP NOOP command when a timeout occurs.

    Setting this property to false flags the e-mail engine to expect the incorrect response.

    mail.smtp.userset=true

    Forces the mail engine to send the RSET command in place of the NOOP command.

    Some mail servers respond slowly to the NOOP command.

    mail.smtp.starttls.required=false

    Addresses the following error:

    STARTTLS is required but host does not support STARTTLS

    If disabling SSL is not an option, set this property to false to remove the starttls requirement.

    mail.from.override=yourAddr@yourDomain.com

    Replaces the From address in all mail sent using this account with the address you provide in the property syntax.

    This property overrides the E-Mail Address property in the incoming mail account if the Use Incoming Account Mail as "From" address described in step 9 is enabled at Setup > E-Mail > Options.

    This property also overrides the Web Help Desk E-Mail Address property described in step 9.

  13. Click Save.