Once you have created and set up Emails for your Freshdesk account, you can configure advanced settings to customize your email setup.
For example, you can allow agents to create new outbound tickets and choose their own name as the sender. For forwarded emails, you can also configure contacts to be automatically created based on the reply-to address and the original sender.
The various advanced settings configurations are:
- Configure DKIM
- Set automatic Bcc email
- Configure prefix for ticket ID
- Allow agents to initiate conversations with customers
- Use agent names in ticket replies and outbound emails
- Use Reply-to email address to create requester contacts
- For forwarded emails, use original sender as requester
- Allow emails to be sent to the wildcard support address
- Create a new ticket for each customer response
- Ignore the sender email address while threading replies to tickets
- Ignore the ticket ids in the subject line while threading replies to tickets
- Detect automated replies
- Enable all messages to be included as part of quoted text for agent replies
- Create a new ticket when subject line changes
Configure DKIM
Use this option to digitally sign emails from your helpdesk with your domain name(s). This helps in building your brand identity in all communications with your customers. We recommended configuring DKIM for all the custom domain names you have added.
Note: DKIM is not applicable if you have a custom mailbox. Learn more about configuring DKIM here.
Set automatic Bcc email
Enable this option to include email addresses in BCC for all your ticket communications. You can use this option when you want to automatically add your supervisors or managers in email communications.
To enable this option:
On the Advanced Settings page, click Set automatic BCC email.
Enter the email address. You can add multiple addresses separated by commas.
Click Save.
Configure prefix for ticket ID
By default, for every incoming email or ticket, Freshdesk uses Ticket ID, Message ID, or a unique identifier to decide if the Email should be created as a new ticket or threaded to an existing ticket.
To learn more about how Email threading works, check Overview of Email Channel.
Additionally, you can configure a prefix for the ticket ID to ensure that threading is done accurately.
To add a prefix:
On the Advanced Settings page, click Configure prefix for ticket ID.
Enter the prefix name.
Click Save.
After you save the prefix, make sure to configure the subject line in all your email communications to include this prefix and ticket ID. Check the following steps.
Enabling Ticket ID prefix in Email templates and notifications
If you add a prefix to the ticket ID, it is important to configure the email templates or notifications to include the ticket ID and prefix in the email subject line. Once you do this, Freshdesk considers the prefix and the ticket ID for ticket threading.
For example, you can add the prefix in agent reply templates:
Go to Admin Settings > Email notifications.
Switch to the Templates tab.
Click on the Edit icon next to the Agent Reply template.
Click Insert Placeholders and select Tickets.
The Ticket ID placeholder will be added to the Subject.
Now add the prefix that you saved in Email Advanced Settings (check the previous section) page to the ticket ID in the following format:
[#prefix-{{ticket.id}}].
For example, if your prefix is VIP, your subject should look like this:
Click Save.
Now this prefix will be added to all agent replies.
Allow agents to initiate conversations with customers
Enable this option to allow agents to send outbound emails to new or existing customers.
Once enabled, the agents can see the New Email option and use it to send outgoing mail. For more details, check Sending an outbound email
Use agent names in ticket replies and outbound emails
Enable this option to allow agents to use their names in the ticket replies and outbound emails. If enabled, the agent’s name will be automatically prefilled in the “From” field.
If you disable the option, the “From” field will only have the support email address.
Note: When enabled, only the sender’s name changes to the agent’s name. However, the sender’s email will still remain the support email address.
Use Reply-to email address to create requester contacts
When you send an email, the 'Reply' usually goes to the sender's address. However, when you use the 'Reply-To' address, responses will be sent to a different email.
For example, if the From: field displays support@yourcompany.freshdesk.com, but the 'Reply-To' is to 'support@domain.com,' any replies will be sent to this address.
For forwarded emails, use original sender as requester
When an agent forwards an email from their mailbox to the helpdesk, the ticket will be created under the original sender’s name. If disabled, the agent’s name will be marked as the requester.
In the following example, agent Rachel Doe has forwarded an email received from Sadie to the support email address. Since the above option is enabled in Advanced Settings, the original sender’s name is marked in the email.
If the option is disabled, the agent’s name, Rachel Doe will be marked as the sender’s name.
Allow emails to be sent to the wildcard support address
Use this option to allow users to create tickets by sending emails to any variation of the support email address *@yourcompany.freshdesk.com.
When you sign up for a Freshdesk account, you will get a wildcard email address in the format <support@yourcompany.freshdesk.com>. The wildcard email address is the account's catch-all address.
This means that any email sent to your domain that is not yet set up to be an email account or an email alias will be sent to the wildcard address for your account. This allows you to catch any emails sent to the misspelled email address. Emails to this address become tickets with the customer as the requester.
If disabled, tickets will be created only when emails are sent to the configured support addresses.
Create a new ticket for each customer response
Enable this option to create new tickets for every reply/response from the requester. This means the responses from the customer/requester to a ticket will not be threaded to the original ticket instead, each response will be created as a new ticket.
Notes:
The SLA policies apply to each new ticket created in this case.
Enabling this option may create duplicate tickets for the same issue. To avoid this and append all responses to a particular ticket in a single email thread, it is recommended to disable this option. Check this article to understand how threading works.
Ignore the sender email address while threading replies to tickets
If you enable this option, requester checks are not considered while threading a customer response to an existing ticket.
Note: It is recommended to disable this option to ensure that email threading works correctly and no duplicate tickets are created. You can also refer to this video.
Ignore the ticket ids in the subject line while threading replies to tickets
Enable this option to choose the threading method for your tickets.
If you enable this option, Freshdesk ignores the ticket ID in the subject line instead the ticket replies will be threaded based on the message ID or the span tags present in the email.
Detect automated replies
Enable this option to automatically identify automated replies in the ticket and not consider them as customer responses.
This means if this option is enabled, the automated replies configured by customers will not be received at the support email address.
Enable all messages to be included as part of quoted text for agent replies
Enable this option to include all the previous messages of the ticket as part of the quoted text in agent replies.
If disabled, only four messages will be included in the quoted text. Click the three dots at the bottom of the reply page to see the quoted text.
Create a new ticket when subject line changes
If you enable this option, ticket replies will not be threaded to the existing ticket when the subject line changes, instead, a new ticket will be created.
