This guide helps your team get more value from TurboHelp's Email Configuration tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use email settings to make TurboHelp the single place where customer messages become trackable tickets.
Test both new inbound requests and replies to existing tickets before launching.
Protect deliverability with authenticated sending domains and clean mailbox routing.
This guide explains how to configure the outgoing email settings for TurboHelp. These settings control the sender information and the delivery service for all emails sent from your application, such as ticket replies, password resets, and notifications.
From Information
This section determines the sender identity that your customers and agents will see on all emails sent by the helpdesk.
From address: Enter the email address you want your emails to be sent from (e.g.,
[email protected]).From name: Enter the name you want to appear as the sender (e.g., "YourCompany Support" or "The Support Team").
Warning: The email service you choose in the next step must be properly configured and authorized to send emails from the From address you specify here. Failure to do so will result in email delivery issues or your emails being marked as spam.
Outgoing Mail Method
This is where you choose the service that will physically send the emails from your TurboHelp instance. Selecting a reliable method is key to ensuring your emails reach their destination.
TurboHelp supports several popular drivers:
Mailgun / Postmark / SES (Amazon Simple Email Service): These are dedicated transactional email API services. They are highly recommended for their reliability and excellent deliverability rates, especially for high volumes of email. You will need an account with the chosen service to configure it.
Gmail API: This method allows you to send emails directly through a specific Google/Gmail account. It requires you to authorize TurboHelp to use your Google account for sending mail.
SMTP: This is a universal standard for sending email. It allows you to use almost any third-party email provider or your own mail server by providing its credentials (host, port, username, and password).
SendMail: A more advanced option that uses the mail transfer agent on your host server (common on Linux/UNIX systems) to send email.
Log: This is a tool for development and debugging. When selected, TurboHelp will not send any emails. Instead, it will save the content of each email to a log file, allowing you to review them without sending anything to users.
Connecting a Service
After you select an Outgoing Mail Method, the necessary configuration fields for that service will appear.
For example, if you choose Gmail API, you will be prompted to connect and authorize a Google account. Once successfully connected, the interface will show the email account that is now linked for sending mail. You will also see a Reconnect button, which can be used to re-authorize the connection or switch to a different Google account.
After you've configured the "From Information" and selected and set up your "Outgoing Mail Method," click the Save changes button in the top-right corner to apply your settings.
Tip: You will receive a test email from TurboHelp after changing email provider.
Best Practices
Use a dedicated support address rather than a personal mailbox.
Send test messages from outside your domain to confirm real customer behavior.
Watch for duplicate tickets after changing forwarding, webhooks, or mailbox handlers.