Outgoing mails from TOPdesk do not arrive in recipients' mailbox

Environment TOPdesk version SaaS / on-premises Requirements Action management Solution There can be different reasons why an email has not been received. Generally, when TOPdesk shows the email in the progress trail sent, then the solution and cause lie at the configuration of the mail server or at the receiver's end.

Environment TOPdesk version SaaS / on-premises Requirements Action management Solution There can be different reasons why an email has not been received. Generally, when TOPdesk shows the email in the progress trail sent, then the solution and cause lie at the configuration of the mail server or at the receiver's end. In case only password reset mails are not received, check KI 6635 - Authentication: password reset e-mail is not received. If only specific receivers are impacted, it might be due to a set up a mail rule which redirects the email.  Please check any rules in the mailboxes. If all outgoing mail is impacted, check whether you are using your own mail server by going to Settings > Functional settings > Email Module. The box "Use a custom mail server" determines which mail server you are using. •You use your own mail server Make sure this server has been set up correctly. Information on setting up you own mail server can be found in KI 8819. •You use a TOPdesk mail server (does not apply to On Premise environments) Make sure the TOPdesk mail server is allowed to send these mails. This must be done through a SPF record. More on this can be found at KI 5544 - Adding TOPdesk as a secure sender domain. Notes Technical background Once TOPdesk has received confirmation from the SMTP server that the email has been processed, the email has been sent successfully. After that confirmation, the sent message will be included in the progress trail of the card it has been sent from. The log files and server logs will also indicate an email sent message: "Successfully sent email through Email Service". If anything occurs after the processing at the SMTP server which prevents successful delivery, it is not possible to detect this through the TOPdesk interface or logs.