Introduction
AnswerRocket provides essential email functionalities to enhance user experience and streamline operations. This includes sending emails for user invitations and password recovery. To enable these features, AnswerRocket requires access to an email server. For AnswerRocket-hosted environments, our pre-configured email server is available for immediate use. For on-premises deployments, customers must configure and provide their own email server to ensure seamless email communication.
Accessing the Feature
To access email configuration navigate to the Admin area of the product and choose the email icon on left tool bar.
Configuring Email in AnswerRocket
Using AnswerRocket Default Configuration
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Select Default Configuration
- Navigate to the Email settings in the AnswerRocket configuration panel.
- Choose the option "Use AnswerRocket default configuration".
- This option sends emails through AnswerRocket’s built-in email service. No further configuration is required.
Using Company-Specific Email Server
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Select Company-Specific Email Server
- Navigate to the Email settings in the AnswerRocket configuration panel.
- Choose the option "Use company-specific email server".
- Configure Email Server Settings
- Fill in the required fields with your company’s email server details:
- Host URL: Enter the URL of your email server. Example: smtp.myemailserver.com
- Port: Specify the port number used by your email server. Typically 25.
- Username: Enter the username for the email server if authentication is required.
- Password: Provide the password associated with the username.
- Sender Email Address: Specify the email address that will appear as the sender in emails sent by AnswerRocket.
- Bounced Notification Email Address: Enter the email address where bounce notifications should be sent.
- Fill in the required fields with your company’s email server details:
- Save Configuration
After filling in all the required fields, click the "Save" button to apply the settings.
Use Case
Scenario 1: Inviting New Users
Objective: Efficiently onboard new users by sending them invitation emails.
Steps:
- Admin Action: An administrator adds a new user to the AnswerRocket system.
- Email Triggered: AnswerRocket automatically sends an invitation email to the new user using the configured email server.
- User Receives Email: The new user receives the email in their inbox.
- User Joins: The user follows the link in the invitation email to set up their account and join the system.
Outcome: New users are seamlessly onboarded, enhancing user adoption and engagement.
Scenario 2: Password Recovery
Objective: Assist users in recovering their passwords through automated email communication.
Steps:
- User Action: A user who has forgotten their password initiates a password recovery request from the login page.
- Email Triggered: AnswerRocket sends a password reset email to the user’s registered email address.
- User Receives Email: The user receives the password reset email and follows the provided link.
- Password Reset: The user sets a new password and gains access to their account.
Outcome: Users can quickly recover access to their accounts, minimizing downtime and frustration.
Troubleshooting Email Configuration Issues
If you encounter issues with email configuration in AnswerRocket, follow these troubleshooting steps:
Common Issues and Solutions
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Emails Are Not Being Sent
- Check Configuration Settings: Ensure all fields are correctly filled out, including Host URL, Port, Username, Password, Sender Email Address, and Bounced Notification Email Address.
- Network Connectivity: Verify that the network allows outbound connections on the specified port.
- Email Server Status: Confirm that your email server is up and running without any issues.
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Emails Are Marked as Spam
- Sender Email Address: Use a recognized and reputable email address to avoid spam filters.
- SPF/DKIM Records: Ensure that your domain’s SPF and DKIM records are correctly configured to authorize your email server to send emails on behalf of your domain.
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Incorrect Login Credentials
- Username and Password: Double-check that the username and password entered are correct. If there are recent changes to these credentials, update them in the AnswerRocket configuration.
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Bounced Emails
- Bounced Notification Address: Make sure the bounced notification email address is valid and capable of receiving emails.
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SMTP Server Errors
- Port Number: Ensure the correct port number is used. Common ports for SMTP are 25, 465, and 587.
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Connection Timeouts
- Firewall Settings: Ensure that the firewall allows traffic to and from your email server on the specified port.
- Server Response: Confirm that your email server is responding promptly to connection attempts.
Steps for Further Assistance
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Review Logs
- Check the email server logs and AnswerRocket logs for any error messages or warnings that can provide more insight into the issue.
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Consult Documentation
- Refer to the email server’s documentation for additional troubleshooting tips and configuration guidelines.
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Contact Support
- If the issue persists, contact AnswerRocket support with detailed information about the problem, including any error messages and steps already taken to resolve it.
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