How to use Email Settings in Service App

Email Settings is where you configure the support mailboxes customers write to. Incoming mail to those addresses becomes a ticket automatically.

ℹ️ This page covers incoming mail: the mailboxes customers send to. For the outgoing notifications Service sends to agents and customers, see Configuring Email Templates for Ticket Alerts.

On this page:

• How it works
• Verifying an external address
• Primary address
• Using your own mail server
• Microsoft Office 365 authentication

How it works

You configure a support address customers recognize, like support@mycompany.com, and forward mail from it to an Insightly-generated address like support@yourcompany.insightlyservice.com. Anything arriving at the forwarding address creates a ticket.

For outgoing mail, Insightly’s server is used by default when agents reply or when Service sends notifications. Admins can substitute their own SMTP server instead.

Each Brand supports up to 10 support email addresses; multiple Brands require Enterprise. Deleting an email address does not delete the tickets that came through it.

Verifying an external address

After adding an external address, Insightly sends a verification email that an admin must click through to confirm ownership. If it doesn’t arrive, edit the email address and click Resend Verification Email.

Primary address

Each Brand has a primary email address, which is the default for that Brand. The first address created for a Brand becomes its primary.

Using your own mail server

When creating or editing an address, the Outgoing Mail Server section offers Default (Insightly Server) or Use Your Own Mail Server. Choosing your own server prompts for an Email System: Gmail (note: Gmail caps how many emails can be sent per day), Microsoft Office 365, or Other. Enter your SMTP server name and port; if you chose Other, also set SSL on or off. Choose an authentication method, enter your server username and password, then click Save Address. A verification email follows.

Microsoft Office 365 authentication

⚠️ Basic authentication is deprecated. Microsoft now requires OAuth2. Service supports OAuth2, but existing Office 365 configurations must be re-authenticated.

For existing Office 365 users, Service displays a banner prompting re-authentication via OAuth. While in this state, all fields under Outgoing Mail Server are read-only and the only available action is Save and Authenticate, so any change to the email address requires completing OAuth authentication.

Setting up a new Office 365 connection: click Save and Authenticate Address, which opens the Microsoft sign-in modal to enter the email address and password.

Editing an already-authenticated Office 365 setting: a Disconnect button appears instead of the usual fields. Disconnecting returns you to the edit page with Save and Authenticate Address available again, to reconnect.