When using your own SMTP server for outbound emails, all email delivery is managed entirely by that SMTP server. HappyFox does not have any control over the delivery or delays of these emails.

If you're experiencing issues such as:

• Outgoing emails not being sent

• Delayed delivery of emails triggered by ticket replies, Smart Rules, etc.

Please follow the steps below to troubleshoot the issue.

Step 1: Identify the Email Channel Used by the Affected Ticket(s)

1. The category of the ticket can be found in the ticket header
   
    

2. Navigate to Main Menu > Categories.

3. Open the relevant Category.

4. Go to the Email Channel Setup section and note the email address configured for outbound communication.

Step 2: Reconfigure the SMTP Server

1. Navigate to Main Menu > Channels.

2. Locate the relevant email channel and click the three dots (⋮) menu.

3. Select Configure SMTP.

4. Click Remove SMTP to disconnect your SMTP server.
    

   

5. Immediately reconfigure the SMTP settings to re-establish the connection.

⚠️ Important: Only proceed with removing the SMTP configuration if you have the credentials required to reconnect it.

Step 3: Reconnect Your SMTP Server

• Using Microsoft SMTP?
  Click here for steps to reconfigure Microsoft SMTP

• Using Gmail SMTP?
  Click here for steps to setup Google SMTP

• Using a different SMTP provider?
  Please refer to your mail system’s documentation for the correct setup steps.

If issues persist after reconfiguring SMTP reach out to [email protected] with the ticket information, category name and the email channel address.