Custom SMTP servers for mail sending

Currently, for sending emails from ones domain via the support platform, one creates appropriate DNS records (SPF, DKIM, etc) and featurebase then emails are sent out via featurebase’s SMTP sending solution.

For some orgs, its important that all support related emails come their own SMTP server. The main reasons are:

• Sender reputation: Some organizations spend a lot of time and effort building up the reputation of their mail sending solution such that it doesn’t get flagged as spam when sending email from their domain. Using an outside SMTP server can mean messages going to recipients’ spam folders. Even a small number of these occurrences per month can be extremely frustrating to deal with.

• Compliance reasons: Some organizations need all outgoing email-based communications to pass through their own server for various reasons: legal record retention, a centralized place to verify which email messages have gone out, etc.

In addition to the current SPF/DKIM DNS record based solution, it would be great if the support platform added the ability to specify one’s one SMTP server for sending.

Alternatively, or in addition to that, it would be great if mail sending sending can be integrated via integrations with Google Workspace, Exchange, etc. This would be in addition to the existing integrations with those platforms, which currently only supports receiving of mail, not sending of mail.

For information about a similar feature on other platforms, see:

Zendesk (Custom SMTP server):

https://support.zendesk.com/hc/en-us/articles/6740880198810-About-the-Authenticated-SMTP-Connector

Freshdesk (Custom SMTP server):

https://support.freshservice.com/support/solutions/articles/213461-setting-up-a-custom-mailbox-in-freshservice

Help Scout (Custom SMTP server):

https://docs.helpscout.com/article/120-use-smtp-to-send-from-help-scout

LiveAgent (Custom SMTP server):

https://support.liveagent.com/629824-Connecting-email-address-via-SMTP-as-outgoing-email-account

Zendesk (Gmail connector for email sending):

https://support.zendesk.com/hc/en-us/articles/4408835030426-Turning-on-automatic-ticket-creation-for-your-Gmail-inbox

Help Scout (Google Oauth integration for mail sending via gmail):

https://docs.helpscout.com/article/726-use-google-oauth-to-send-from-help-scout