We’ve been using Helpspot from years and we are very happy with your product.
But from time to time, we are experiencing that when sending emails we get the message “SMTP error, email not sent”. Especially when doing bulk replies this has a habbit of occurring.
But it does also happen with singular emails. In that case we get the message “EMAIL ERROR: email to customer FAILED. The email system returned this error: The following From address failed: firstname.lastname@example.org”
We use an external smtp provider called SMTP.com. They are considered one of the most trusted providers for SMTP gateways, and they can handle very high loads. We also use them for other types of email sending, not related to Helpspot. In toal we send out a a total of around 100,000 emails per month. We do not experience an issue with them outside of Helpspot.
I have also set up a Global BCC account that sends a copy of every email to a Google apps mail account. This email account does not receive any of the emails that Helptspot displays an SMTP error with either.
I have searched through your forum and I can see that you say this is a mail provider issue. But given the quality of the provider and that other emails sent through them go through without an issue, I wonder if this can somehow be a bug with Helpspot?
Any help on this would be highly appreciated!