Note: This version of Teamwork Desk is no longer supported. 
Check out our help docs for the new version of Teamwork Desk here.

Within Teamwork Desk you can use your own SMTP server to send emails to your Desk account. 

Note: This feature is only available on the Premium plan and above.

Getting started

You can configure the server settings by checking Send email with custom outgoing (SMTP) settings in the Email settings section for every inbox. This is configured for every individual inbox.

You can choose one of the predefined providers to skip setting up the server details, or choose Custom to fill in your own details.

Desk is configured to fall back to using our email servers to send emails if your SMTP server fails to send any emails. All system notifications, including agent notifications and password reset messages are sent from using Teamwork’s mail servers. There is no option to send them with a custom SMTP server.

Common problems

  • Gmail doesn't work - Gmail uses its own authentication scheme. It’s recommended that you use the Gmail OAuth 2.0 option. Alternatively you can use an app password.
  • Whitelisting Desk's IP address - Desk is hosted on AWS. Because of this, Desk does not have reliably static IP addresses.
    • The best option is to whitelist all IP addresses in the us-east-1 region. For EU hosting Desk uses the eu-west-1 region. Amazon publishes a list of their IP ranges.
    • Update: As of April 29th, 2019 Desk will be sending from a static IP in each region.
      • If you are hosted in the US, whitelist (DNS assigned
      • If you are hosted in the EU, whitelist (DNS assigned
  • Error tls: first record does not look like a TLS handshake 
    • This is usually due to a confusion between TLS connections and the STARTTLS command; in brief:
      • Use a TLS/SSL connection connects to a server over TLS. This is usually on port 465.
      • STARTTLS connects to server without TLS initially, and then “upgrades” the connection to TLS with the STARTTLS command. This is usually on port 587 or 25.
    • Both methods are secure and acceptable; the reason they both exist are for various historical and technical reasons.
    • Try changing the option or the port; this will almost always fix the problem.
For more information see: Setting up an inbox