SMTP Enabled but emails still seem to send via PHP?

tjw101

Hi,

We got our SMTP enabled (gmail) and emails are sending (See settings in image). But we noticed a lot of clients not replying. However, many people do reply, so lots of sent emails are getting through.

When looking in gmail, it is clear that mails sent from osticket do not appear in the sent folder of the gmail account - which seemed odd if sending by smtp I believe?

After a while we noticed those lost emails are bouncing back and always going in spam under the subject line "Undelivered Mail Returned to Sender" with the error being "Why is this message in spam? It seems to be an auto-reply to a message that pretended to be sent from your email address"

It's also saying the host where the email was sent from is the host where osticket is installed, not the host of gmail, where the mail is supposed to be sending through.

Can anyone explain why with SMTP enabled, osticket is still sending the emails via PHP? And how to switch off php so they always send via smtp?

Also, is not having authentication turned on for the SMTP likely to be causing an issue here?

Thanks in advance!

ntozier

I would invite you to review the GMail tutorial video at:
https://docs.osticket.com/en/latest/Getting%20Started/Email%20Settings.html

Yes. Authentication is required.

osTicket will attempt to send email using your SMTP settings, when it fails it attempts to fall back to PHPmail.
The only way to prevent this would be to purposely break your PHPmail config in your php.ini [note: if you run more than one site using this copy of PHP it would also break them if they use PHPmail]