Within Teamwork Desk you can use your
own SMTP server to send emails to your Desk
Note: This feature is only available on
the Premium plan and above.
You can configure the server settings by
Send email with custom outgoing
(SMTP) settings in the
You can choose one of the predefined providers
to skip setting up the server details, or
Custom to fill in your own
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
Teamwork’s mail servers. There is no option to
send them with a custom SMTP server.
- Gmail doesn't work - Gmail
uses its own authentication scheme. It’s
recommended that you use the
Gmail OAuth 2.0option. 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-1region. For EU hosting Desk uses the
eu-west-1region. 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 220.127.116.11 (DNS
- If you are hosted in the EU,
whitelist 18.104.22.168 (DNS
tls: first record does not look like a TLS handshake
- This is usually due to a confusion
between TLS connections and the
STARTTLScommand; in brief:
Use a TLS/SSL connectionconnects to a server over TLS. This is usually on port
STARTTLSconnects to server without TLS initially, and then “upgrades” the connection to TLS with the
STARTTLScommand. 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.