Outgoing Email — What Sends From Where

Two kinds of outgoing email

Plenix sends two kinds of email, from two different places.

Email	Sent from
Ticket replies written by your team	Your address, through your connected mailbox or your own SMTP server
Emails sent by Plenix itself: invoices, password resets, calendar invitations, notifications	Plenix no-reply@plenix.cloud

Ticket replies from your own address

A reply to a ticket goes out through the mailbox the ticket came in on, so the client sees your support address. See Set Up Email — Turn Emails into Tickets.

To send every ticket reply through your own mail server instead:

1. Open Settings and go to the Ticket Email / SMTP tab.
2. Fill in SMTP Host, SMTP Port, SMTP Username, SMTP Password and From Address. For example, the from address might be support@yourcompany.com.
3. Click Send Test Email and check it arrives.
4. Switch on Use this SMTP for ticket replies, then click Save SMTP Settings.

With the switch off, ticket replies go out from the default mailbox. This setting only changes ticket replies; Plenix's own emails still come from no-reply@plenix.cloud.

Threading

Replies carry the right email headers, so the client's email program keeps them in the same conversation. When the client replies, their message lands back on the same ticket. Every reply you send is saved on the ticket's timeline.

Calendar invitations

Invitations come from Plenix, labelled "{your name} via Plenix Calendar". When the invitee clicks reply, it goes to you, not to no-reply.

Marketing campaigns

Campaign emails from CRM → Campaigns include an unsubscribe link automatically, and track opens, clicks, unsubscribes and bounces for each campaign. See Manage Campaigns.

What isn't there

There's no delivery log for Plenix's own emails, such as invoices or password resets, and their bounces aren't reported to you. If a client says an invoice email never arrived, check their spam folder, or send the invoice again.

For your IT team

• The SMTP password is encrypted when it's saved.
• If you use your own SMTP server, make sure the From Address is allowed to send through it. Also check your domain's SPF and DKIM records include that server; otherwise replies are likely to land in spam.
• Ticket replies are sent with In-Reply-To and References headers so that they thread correctly.

Where to go next

• Configure Inbound Email (IMAP)
• Shared Inboxes
• Set Up Email — Turn Emails into Tickets