When you create a Freshdesk account like http://mycompany.freshdesk.com, you automatically get a support email that looks like firstname.lastname@example.org. Any email sent to this id gets automatically converted into a ticket that you can get working on, in your Freshdesk account.
Of course, you would want your customers to send their support emails to your own support email ID like email@example.com. Converting support emails from vanity email addresses on your own domain into Freshdesk tickets should just take you a couple of minutes.
You can find all the options you need to setup or edit your email configurations under the “Email Setup” icon in the “Admin” tab of your Freshdesk account.
Quick Guide to Setting Up your Support Email
1. Setup your support mailbox in Freshdesk
Click on the Email Setup icon under the Admin tab
Click Edit under Global Support Emails.
Give your support email a name (like MyCompany Helpdesk). This will be the “From” name that your customers see in your reply emails.
Enter your support email address. This will also be the reply-to address for the emails you send from your Freshdesk helpdesk.
Save your new email configuration.
2. Verify your email and setup forward rules
You would have received an email from your Freshdesk help desk to the email id you entered.
Click on the verification link in the email to confirm your email. You can also copy-paste the link into your browser.
Create a rule in your mailbox to forward incoming emails to your Freshdesk specified email id (firstname.lastname@example.org)
3. 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.
Create an SPF record in your DNS Zone file to include email.freshdesk.com. You can learn more about SPF records here.