Bring your own SMTP

Bring your own SMTP allows you to use your own mail server for for sending customer-facing emails out of Syncro.

Table of Contents

Important Notes
Setup
Reference Links
Troubleshooting

 

Important Notes

The BYO SMTP feature will handle all outbound email to your customers/clients once activated.
Examples: Ticket Comment Emails, Invoice Emails, Estimate Emails, etc.

BYO SMTP will not send Syncro Notification emails to your techs, rather they will still be sent from Syncro and show as coming from there.
Examples: "New Lead Created" Notification, "Someone replied to my ticket" Notification, etc.

This will not work with Sophos XG firewalls.

Mailer statistics do not work if SMTP is enabled on an account. They only work when using our email provider.

 

Setup

Before you get started, you need to configure an inbound Mailbox for SMTP to work.

  1. Head to Admin > Emails - SMTP.
  2. Take note on the right of the Current Outbound Mailbox to verify it's the one you want to use. You can click the here link to change it. In the below example, it still needs to be set up with a custom address by following the rest of the steps.
  3. Check the box to Use your own SMTP server.
  4. Enter the details in the fields. See the reference links for assistance with popular email hosts.
  5. Click the Test button to verify everything is working.
  6. You will be prompted with a message letting you know to check your user email for the test message.
  7. Once you have verified you have received the message, click Save to begin using the SMTP server.

 

Reference Links

Please use the following links for help on setting up different email servers.

Gmail: Check Gmail through other email platforms
IMPORTANT IF USING 2FA: You will need to use an Application Password

Outlook for Microsoft 365: Server settings you'll need from your email provider

Microsoft Best Practices: How to set up a multifunction device or application to send email using Microsoft 365 or Office 365

 

Troubleshooting

For your first step in troubleshooting, we recommend you check Admin > Integrations - Status Dashboard > SMTP to view any errors that may be occurring. If you see an error that isn't listed, please email help@syncromsp.com and we'd be happy to assist.

If your SMTP Username is not in an email format, such as those using Amazon Simple Email Server, the Domain name field becomes required and must be entered for SMTP success.

Send As DENIED exception error: The SMTP username does not have permission to send from the outbox mailbox address. To fix this, make sure the SMTP credentials have permission to send email email from the outbound mailbox.

Sophos XG firewalls

If you are using a Sophos XG firewalls and a private SMTP server, our SMTP integration will not work with it. Their SMTP MTA implementation simply will not allow this type of traffic. It's a known issue for Sophos—please contact them about fixing it.

The workaround is to use a third party SMTP provider with their firewall—this will allow our SMTP integration to work with their firewall.

We have setup our Mandrill / Mailchimp SMTP server successfully. However when running the test we were told we had to setup a custom outbound mailbox to make it work. That requires us to forward the email we are using for the mailbox to our syncro email - tech4life@syncroemail.com. Our gmail accounts only forward after receiving the verification email at the forwarded address.
Can’t complete the process without receiving that email. How / where is it possible to do that?

This entire process doesn’t seem well thought out. We are forced into changing as we are having clients NOT receiving our invoices from the syncroemail.com email. That should improve from our Mailchimp/ Mandrill email server.

Has anyone set this up successfully or have any tips?

Hi Steve,

Since this is the Knowledge Base portion of the site, you may not get any replies here. I suggest posting in the below forum page instead.

Ticketing: (Leads, Mailboxes, & SMTP - Syncro Support Community)

You might also consider clicking Submit Support Ticket at the top of this page and submitting your issue to our support staff.