Sending customer email from your own domain through Amazon SES, Gmail, any SMTP server or your own Resend account, and what changes when you do.
By default, customer email from Triagic (form acknowledgements, your team's replies and status notices) goes out through Triagic's own sending domain, inside a daily and a monthly cap.
An organization admin can connect the organization's own email provider instead. Mail then leaves from your address, is signed by your domain, is billed by your provider, and is no longer capped by Triagic.
Open Organization → Integrations → Email in the portal.
What changes and what does not
| Triagic default | Your own connection | |
|---|---|---|
| From address | "<Your org> Support" <t+<token>@mail.triagic.com> | the address you set |
| Monthly email cap | 100 (trial) or 500 (paid) | none, the count is still shown |
| Daily cap | 100 per organization | none |
| Customer replies | arrive in the ticket thread | arrive in the ticket thread |
| Bounces | handled by Triagic | go to your provider or your From mailbox |
Replies keep working because every message still carries a Triagic Reply-To address that identifies the ticket. Your From address is what the customer sees; their reply still lands in the thread.
Account email from Triagic itself (sign-in codes, invites, usage warnings) always comes from Triagic.
Amazon SES
- In the SES console, verify the domain or address you want to send from.
- If your account is still in the SES sandbox, request production access. In the sandbox SES only delivers to verified recipients, so customer mail is rejected.
- Under SMTP settings, choose Create SMTP credentials. These are not your IAM access keys. SES derives a separate SMTP password.
- In Triagic choose Amazon SES, pick your region, and paste the SMTP username and password.
Gmail and Google Workspace
- Turn on 2-Step Verification for the sending account.
- Create an app password at myaccount.google.com/apppasswords.
- In Triagic choose Gmail or Google Workspace. The username is the full address and the password is the app password.
The From address has to be that account, or one of its Send mail as aliases. Gmail rewrites anything else. Gmail limits sending to about 500 recipients a day for personal accounts and 2,000 for Workspace.
If your Workspace admin has disabled app passwords, use SES or another provider.
Any other provider
Choose Custom SMTP and enter the host, port (465, 587 or 2525), username and password from your provider. Postmark, Mailgun, SendGrid, Brevo and Zoho all work this way. The connection must use TLS.
Microsoft 365 mailboxes are not supported yet.
Your own Resend account
Choose Resend (your account) and paste an API key with sending access. The From domain has to be verified in your Resend account.
Testing
Saving checks that the provider accepts your credentials. Send test email then delivers a real message to your own address, which is the only way to catch an unverified From identity or the SES sandbox.
When the connection fails
Triagic never switches back to its own sender on its own, so the address your customers see does not change without you. Instead:
- an agent sending a reply sees the provider's error in the reply dialog (update the desktop app first);
- the Email card in the portal shows the last error;
- the account owner gets one email, at most once every 24 hours.
Remove the connection to go back to the Triagic default. Open threads stay intact.
Desktop app
The connection syncs to every desktop in the organization within about 15 minutes and sends directly from that machine. A Resend key saved earlier on a single machine keeps working until a portal connection exists, and is then ignored.