What Is the Sending Screen?
The Sending screen controls how Horizon delivers outbound emails — which address emails appear to come from, and whether they're sent through Horizon's mail infrastructure or your own mail server.
You'll find it at Admin Panel → Integrations → Mail → Sending.
Key Concepts
- Helpdesk Address: The email address and display name that represent your helpdesk (e.g. support@yourcompany.com). Used as the From address when relay modes are active.
- System Address: Horizon's own mail infrastructure sends the email. Reliable and zero-config, but the From address won't be yours.
- SMTP Relay: Your own mail server handles delivery. Required for relay-based delivery modes. Configured separately under Mail → SMTP Relay.
- Internal Emails: Emails sent to people on your own team (e.g. digest notifications, internal alerts).
- External Emails: Emails sent to contacts and end users (e.g. booking invites, ticket replies).
How It Works
There are three settings on this screen:
Your Helpdesk Address
Sets the display name and email address used when a relay delivery mode is active. If you're using System address modes only, this is informational.
Internal Emails — Delivery Mode
Controls how emails to your own team are sent:
- System address — Sent from Horizon's mail system. No relay required.
- Your helpdesk address — Sent through your SMTP relay, appearing to come from your helpdesk email. Requires an active relay.
External Emails — Delivery Mode
Controls how emails to contacts and end users are sent:
- System address (reply-to: your helpdesk address) — Sent from Horizon's mail system, but with a Reply-To header pointing to your helpdesk address. Replies from recipients land in your helpdesk inbox. No relay required. This is the default.
- Your helpdesk address — Sent through your SMTP relay, appearing to come from your helpdesk email. Requires an active relay.
- Agent's address — Sent through your SMTP relay, appearing to come from the individual agent who triggered the email. Requires an active relay.
Common Use Cases
- Getting started quickly: Leave both modes on their defaults (System address / System address with reply-to). No relay needed — emails just work.
- Improving deliverability: Set up an SMTP relay and switch external emails to "Your helpdesk address" so emails arrive from your own domain.
- Calendar invites and booking emails: Use relay mode so invites appear from your domain, which is required for proper calendar handling in some clients.
- Per-agent personalization: Use "Agent's address" so contacts see a real person's name and email rather than a generic helpdesk address.
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