When you create a Freshdesk account like http://mycompany.freshdesk.com, you get a support email that looks like support@mycompany.freshdesk.com. Any email sent to this address gets automatically converted into a ticket that you can get working on, in your Freshdesk account. When an email gets converted to a Freshdesk ticket, the subject and contents of the email become the title and ticket description of the ticket respectively. And the client who sent you the email becomes the ticket requester. You can automatically assign these tickets to the agents in your helpdesk by setting up a Dispatch'r rule and you can send regular updates about the ticket to the ticket requester using email notifications


Of course, you would want your customers to send their support emails to your own support email address like support@mycompany.com. Converting support emails from vanity email addresses on your own domain into Freshdesk tickets should take you just a couple of minutes. 

Quick guide on setting up your support email:




  • Log in to your support portal as an administrator.
  • Click on the Email icon under the Support Channels section.
  • The default support email will be listed under the Global support emails section.

    • Click on the edit button next to your default support email to modify it.
    • This will take you to the Email settings page.

    • Give a name to your email address (like Mycompany Support). This will be the "From" name that your customers see in your reply emails.
    • Enter your support email address. This email address is where your customers mail their issues to. You can integrate an existing mailbox or you can create a new one.
    • Your support email address will also be the "Reply-to" address for all the emails you send from your support portal.
    • As you enter the support email, the "Forward your emails to" text box is modified. It will append the crux of your support email address to your support portal name. Do not worry if it gets lengthy as it will be invisible to your users.
    • You could assign all tickets that come from your support email to any one group of agents. This will be helpful when you setup multiple mailboxes in your helpdesk. 
    • Hit save.


      Verify your email and setup forward rules


      • You would have received an email from your Freshdesk to the support email address you entered.
      • Click on the verification link in the email to confirm your email address. You can also copy-paste the link into your browser.
      • Create a rule in your mailbox to forward emails coming to your support email address to the forwarding email address Freshdesk created for you while setting up. Here is how you can set up a forwarding rule in a gmail account.


        Create an SPF record to improve deliverability

        • Sometimes your receiver's mail servers might mark the emails you send through Freshdesk as spam. This happens because you have not yet "authorized" freshdesk.com to send emails on your behalf. To ensure that your emails get delivered right, you should create an SPF (Sender Policy Framework) record in your DNS servers. Learn how.
        • Create an SPF record in your DNS Zone file to include email.freshdesk.com. 

        Adding BCC email

        The top-level management might want to know what's going on in your support without being added as agents. You can add these email addresses as BCC while setting up the the support mailbox. 

        Quick guide on setting up BCC


        • Login to your support portal as an Administrator
        • Click on the Email icon
        • Click on the Add BCC link above the support emails listed
        • Type in all the email addresses you want to add as BCC, separated by commas. 
        • Click save and the BCC email addresses will be added right away.

          You can also use your own email servers to send and receive emails if you are on the Forest plan. Learn how.

          Forwarding emails from a private inbox to your support portal


          Occasionally, your customers might email your support agents directly or you might have a mailbox full of emails that need to be converted to support tickets. This can be done by just forwarding them to your support email address. Tickets that are forwarded from a verified agent's email address will be created in the name of the customer who sent the email to the agent. But when you forward existing emails from a mailbox (where this mailbox is not associated with an agent), the requester will be the mailbox and the time stamp of the ticket will be the time the email was forwarded.


          PS : Please do not use a Group Email for converting emails to tickets. Gmail and a few other providers suppress email notifications when an email is sent to group emails. Sometimes tickets will not be created and we will have no log of this.


          Also, whenever an email is sent from one of the mailboxes you configured in Freshdesk to another (or if the one of the configured mailboxes is in the CC), ticket will not be generated. This has been done to prevent email looping. So it's always a better idea to forward emails to support to create tickets.


          For Exchange/Office 365 Customers


          • Microsoft rules state that the emails will be ‘redirected’ to the other contact.
          • Check the properties of the shared mailbox. 
          • Under Mailbox Features you must click on Mail Flow settings. This has an option to enable forwarding. 
          • You can enable this and select the internal mailbox/contact to forward to.