Freshdesk uses Sendgrid as its email service provider to send and receive emails. If you choose to use your own mail servers instead of the Freshdesk server, you can use the custom mail servers feature. 

Here is a youtube video on setting up a custom mailbox in Freshdesk to help you get started.


As an administrator of your Freshdesk account, you can set up custom email servers by adding your mail server's IMAP and SMTP details to your Freshdesk Account.

  1. Navigate to Admin from the menu bar. Select Channels and click on Email.

  2. Under the list of support emails, click on Edit corresponding to your email address.

  3. Scroll down and select the ‘Use your existing support email’ option to configure your custom mail server settings.


Use custom mail servers in Freshdesk


Note : The custom mail server feature is available from the Growth plan of Freshdesk.