Emails

Freshdesk presents a simple solution of bringing the emails from your mailbox into your helpdesk as tickets so that agents in your portal can work on them from within the tickets tab itself.

As an Administrator of your Freshdesk account, you can set up a new support email and forwarding rule by following the steps below.  

1. Navigate to Admin from the menu. Under Channels, click on Email.

2. On the Email settings page, click on the New Support Email option from the top bar.

3. Provide a Name for your support email address that you can share with your customers.

4. You can assign a group to work on the tickets and link products per your preferences and workflow.

5. You can use a custom email server or Freshdesk email server to manage your support email. Here is a youtube video on setting up a custom mailbox in Freshdesk for your reference.

6. Selecting the Freshdesk email server option will generate a "Forward Your Emails to" address. 

7. Go to the Settings Tab of your support mailbox and set up a Forwarding Rule with the above-mentioned long forwarding address. Here is a youtube video on setting up email forwarding with Outlook 365 to help you get started.

8. Click on the Copy button from the pop-up window to copy the forwarding address.

9. Sign in to your mailbox, go to Settings ->Forwarding and POP/IMAP, and paste the copied email as a forwarding address.

10. Go back to your Freshdesk account and click on the Next button.

11. Copy the activation code you receive on the next screen.

12. Paste the code into your mailbox inbox settings page, select the ‘Forward a copy of incoming email to’ option, and click on Save.
    
    
    

13. In your Freshdesk account, click on the Next and Finish buttons.
    
    
    

Customers reach out to businesses through various channels - email, chat, message, phone, and so on. However, emails are the most widely used and indispensable mode of communication and the core of customer service interaction. When you set up a support email address in Freshdesk, it converts all the support queries from your customers to tickets in your helpdesk.

Note : Freshdesk converts the emails landing only in the primary folder of your mailbox as tickets in your helpdesk.

As an Administrator of your Freshdesk account, you can set up a new support email by following the steps below. 

1. Navigate to Admin from the menu. Under Channels, click on Email.

2. On the Email settings page, click on New Support Email option from the top bar.

3. Provide the Name of the email, your support email address that you can share with your customers, group name, and linked products, if any.

4. You can use a custom email server or Freshdesk email server to manage your support email.

5. Click on Save.
   
   

   

Once you add a support email address, it is imperative to verify and activate it. By verifying the email address, you help secure your account and keep it active to receive tickets in Freshdesk.

Please also watch the video on youtube to verify your support email address for a visual demonstration.

Once you sign up for a new Freshdesk account and add a support email address, it is imperative to verify and activate it. By verifying the email address, secure your account and keep it active to receive tickets in Freshdesk.

If you use a custom email server, please follow the steps below to verify your support email.

1. Login to your Freshdesk account as an administrator.

2. Navigate to Admin from the menu. Under Channels, click on Email.

3. Click on the Verify button corresponding to the email address you wish to activate.

4. Freshdesk will send an activation link to your mailbox. Click on the link to activate and verify your email. 

If you use a Freshdesk email server, please follow the steps below to verify your support email.

1. Login to your Freshdesk account as an administrator.

2. Navigate to Admin from the menu. Under Channels, click on Email.

3. Click on the Verify button corresponding to the email address you wish to activate.

4. Click on the Copy button from the pop-up window to copy the forwarding address.

5. Sign in to your mailbox. Suppose you use Gmail, then go to Settings -> Forwarding and POP/IMAP, and paste the copied email as a forwarding address.

6. Go back to your Freshdesk account and click on the Next button.

7. Copy the activation code you receive on the next screen. 

8. Paste the code into your mailbox settings page, select the "Forward a copy of incoming email to" option, and click on Save.

9. In your Freshdesk account, click on the Next and Finish buttons.
   

10. You will receive a test email from Freshdesk with the sender as Rachel Doe.
    
    
     

Once the verification is complete, the Verify button next to your support email will turn green, indicating that your support email is verified and ready to create tickets in Freshdesk.

Please also watch our video on youtube for a detailed demonstration of how to verify your support email address.

Please perform the following checks if you do not receive the verification email from Freshdesk even after clicking on the Verify button for your support email. 

1. Check if the verification email is marked as Spam or blocked by your email provider. This situation may occur as a result of certain restrictions enabled at the recipient's end, affecting the delivery of the email. 

2. If not, try resending the verification email. - 

   1. Login to your Freshdesk account as an administrator.

   2. Navigate to Admin. Select Channels and click on Email.

   3. Click on the 'Verify' button next to the support email.

Sometimes, there may be a delay in the delivery of verification emails. We recommend waiting a few moments before you try again. 

Please refer to the following solution articles to gain more insights into troubleshooting issues with receiving activation emails.

• Why am I not receiving activation emails
• What to do if agents aren't receiving activation emails

If you are still facing issues with receiving verification emails, please get in touch with our support team by emailing support@freshdesk.com, and one of our agents will assist you further.

Once you open a new Freshdesk account and add a support email address to your account, it is imperative to verify and activate it. By verifying the email address, you help secure your account and keep it active to receive tickets in Freshdesk. 

For a detailed demonstration, please watch our video on youtube to verify your support email address.

At times, when you click the activation link, you may receive an error stating "Activation Code Invalid." This error can occur -

• when you incorrectly copy-paste the activation code while verifying your email.

• when the support email address is invalid after triggering the activation email. 

• when the activation email expires because you initiate a new one. 

In such cases, please ensure you copy-paste the activation code correctly and activate the link from the latest activation email. If the issue persists, please get in touch with support@freshdesk.com, and one of our agents will assist you further.

If you have multiple email addresses to which your customers write to contact you, all these email addresses could be added to your Freshdesk Account. Thereby, emails coming to all these email addresses would get converted to tickets in your Freshdesk. 

You could add a support email address by clicking on the New Support Email option under Admin > Channels > Email.

The functionality to add multiple support email addresses is available through the Growth plan if you have subscribed to the current Freshdesk plans. Alternatively, if you have subscribed to previous plans of Freshdesk, the feature is available through the Blossom plan.

There could be multiple email addresses that your customers write to, for contacting you. If you are subscribed to the current Freshdesk plans, you can set up multiple support email addresses starting from the Growth plan. However, if you are subscribed to a previous plan, you can start setting up multiple support email addresses from the Blossom plan onwards.

You could add only one support email address in the free Sprout plan to your Freshdesk account. In such cases, you can only edit the default email address and have a custom support email address added under Admin > Channels > Email. 

Alternatively, you can upgrade to a higher plan after which you would be able to associate multiple email addresses with your Account.

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.

Note : If you have subscribed to the current plans, this feature can be accessed through the Growth plan. Alternatively, if you have subscribed to previous plans of Freshdesk, the feature is available through the Blossom plan.

You could choose an email address from your domain to send emails out of Freshdesk. You could add this new support email by navigating to Admin > Channels > Email > New Support Email.

Furthermore, if you wish to remove the Via Freshdesk.com tag in your emails, you could either add a DKIM record in your domain or use a Custom Mail-Server along with your Freshdesk Account.

Note: If you have subscribed to the current plans, the Custom Mail Server feature can be accessed through the Growth plan. Alternatively, if you have subscribed to previous plans of Freshdesk, the feature is available through the Blossom plan.

Email notification templates in Freshdesk allow you to customize unique, customer-centric notification emails. Please follow the steps below to edit or customize an email notification.

1. Login to your Freshdesk account as an administrator.

2. Navigate to Admin from the menu. Select Workflows and click on Email Notifications.

3. Click on the Edit button next to any email notification you wish to change.

4. Make the necessary modifications and click on Save.

Note: Email notifications do not support emojis.

In cases where you have emails in your Inbox, that you would like to convert to tickets in your Freshdesk, you could forward those emails to your support email address. As such, this would create a ticket with you as the requester of the ticket. However, you could create a ticket with the original sender as the requester, when an email is forwarded from your mailbox to the support email address.

To set this up, please navigate to the Admin > Channels > Email > Advanced Settings and Turn ON the option "For forwarded emails, use original sender as requester". After this option is turned on, tickets created through forwarded emails would use the original sender of the email as the requester of the ticket instead of the agent who is forwarding the email.

If the emails or replies to tickets from Freshdesk are being directed to the Spam folders of the customer's mailbox, you can enable the feature called DKIM to avoid such instances. Please refer to the link to know more about DKIM. 

If the reply is from the requester of the ticket or anyone part of the ticket conversation thread(in cc to the ticket conversation), Freshdesk will check for the Message ID and append the reply to the original ticket accordingly.

If the replies are coming in from a person new to the thread or an entirely new email, the system will look to append the reply based on the Ticket ID in the subject line, which would have to be of the format [#{{ticket.id}}](for ex., [#12345], where the ticket id is 12345). This concept is used for replies to emails sent by Automations or Email Notifications. 

Check out this article if your replies are not appended to original ticket.

Overview
Self-help guide

Issue: Specific emails are not converted into tickets 

        Check if tickets are landing in the Spam folder 

        Check if the associated contact has been deleted 

        Check if there are automation rules causing tickets to be marked as spam 

Issue: All emails are not converted into tickets

Self-help guide

Issue: Specific emails are not converted into tickets 

Check if tickets are landing in the Spam folder 

Check if tickets are landing in the Spam folder. Navigate to the tickets page and check your spam folder by selecting the Ticket views icon.

Check if the associated contact has been deleted 

To check if an associated contact is deleted, navigate to the Contacts page from the navigation menu. Once you are on the contacts page, click the Contact Views icon on the top left of the contacts page and then click Deleted contacts.

If the contact associated with the ticket is visible, select that contact and click Restore. This should resolve the issue.    

Check if there are automation rules causing tickets to be marked as spam

Another thing to check is automation rules. Certain automation rules may sometimes cause tickets to be marked as spam automatically. Restore the affected ticket and open it to check if an automation rule has been applied to a ticket.

Now click Show activities. This should show you all the rules that have been executed on that ticket. Check if there are any rules that might cause tickets to land in the Spam folder and modify or delete them appropriately.

We also take steps to move tickets to the Spam folder if we detect inappropriate content or a sudden surge in incoming emails to protect you. If this is affecting valid tickets, it might require further investigation of email headers. Please contact our support team to help you by sending an email to support@freshdesk.com.

Here’s a video demonstration on what to do if specific emails are not converted to support tickets to help you troubleshoot this issue.

Issue: All emails are not converted into tickets

Follow these instructions if all emails are not getting converted into tickets. If the issue only affects individual emails, please contact support@freshdesk.com 

Steps to follow if you use a custom mailbox like youremail@yourdomain.com

Your mailbox may be disconnected. Reauthorizing your mailbox may resolve the issue. 

Check if IMAP is enabled in your mailbox. If you are unsure of how to enable IMAP,  check with your IT team. They should be able to help. Enabling IMAP should stop the issue from occurring.

Steps to follow if you use the default mailbox provided by Freshdesk, like youremail@companyname.freshdesk.com

Please verify if email forwarding has been set up correctly. Email forwarding setup varies from provider to provider. These articles show you how to set up forwarding if you use Gmail or Microsoft Office 365.

Here’s a video demonstration of what to do if none of your emails are converted to support tickets to help you troubleshoot the issue.

If the issue is not resolved, please write to support@freshdesk.com.

Whenever an agent replies to the thread of an already existing ticket from their mailbox, it will be added as a public note on the ticket. 

If the agent sends an email to the support email address as a new thread, it will create a new ticket with the agent as the requestor. 

To append a new email to an existing ticket, include the Ticket ID at the beginning of the Subject line of the ticket in the format, [#{{ticket.id}}].

For example, the agent would have to insert [#1234] to the subject of a new email to append that email into Ticket number 1234.

Freshdesk performs the following two checks to decide if an email reply should be created as a new ticket or threaded to an existing ticket. 

• Email Marker Check
• Requester Check

Email Marker Check

Freshdesk uses three email markers to match an email reply with an existing ticket. 

1. Ticket ID, 

2. Message ID and 

3. Freshdesk unique ticket identifier. 

If there is a match, the incoming email is threaded to the ongoing ticket conversation, thus preventing ticket duplicates.

Requester Check

Freshdesk now performs a check for the sender to thread the reply to the existing conversation. The sender email should be one of the following,

1. Requester email address of the ticket

2. Agent email address of the ticket

3. Email address in the CC of the ticket

4. Forwarding email address 

Only when an email reply satisfies one of the Email Marker Check and one of the Requester Check will Freshdesk append the email response to an existing ticket.

Additionally, ensure that you enable your email settings to append replies to existing tickets by following the steps below. 

1. Navigate to Admin from the menu.

2. Under Channels, go to Emails and click on Advanced settings.

3. Disable the condition to create new tickets for replies.

4. Set the Requester check item to your preference.

   
   

   

Please watch our video for a detailed demonstration of how to avoid email replies creating duplicate tickets.

In providing a stellar customer support experience, there may be instances where a ticket conversation needs input and collaboration from third-party vendors or users who do not have a profile within Freshdesk.  For example, if you wish to forward a ticket to your Inventory Partner or the Development Team, Freshdesk enables you to forward the ticket to any email address right from within the ticket view. 

Please follow the steps below to forward a support ticket to external users.

1. Navigate to Tickets icon in your Freshdesk account.

2. Select the ticket you wish to forward to external users.

3. Click on the Forward button from the top menu bar.

4. Enter the external user’s email address in the To field.

5. If you are on the Growth plan or above, you can add the public ticket URL in the email message of that ticket. 

   
   

   
   

Note: The option to Forward is not possible for Private notes added to the ticket.

If you have duplicate tickets created for the same email in your Freshdesk account, here are a few checks you can perform to troubleshoot the issue.

1. Check for emails received multiple times

2. Check if both custom mailbox and email forwarding are enabled

3. Check for multiple support email addresses in the same email

4. Check if the email is forwarded multiple times from your mailbox

Check for emails received multiple times

If you receive the same email with the exact subject more than once in your mailbox, it will create an equivalent number of tickets in Freshdesk.

In such cases, you can delete the duplicate ticket from your Ticket list.

Check if both custom mailbox and email forwarding are enabled

If you use a custom mailbox for receiving support queries and also set up a forwarding rule in your mailbox, it can lead to emails creating duplicate tickets. To fix this issue, you can disable or remove the forwarding rule that forwards emails to Freshdesk.

Check for multiple support email addresses in the same email

Consider that you have integrated your Freshdesk account with Freshcaller. If there are multiple support email addresses (e.g. support@freshdesk.com and support@freshchat.com ) in the ‘To’ address of an incoming email, this will forward the email individually to your Freshdesk account. This, in turn, creates separate tickets resulting in ticket duplication.

Check if the email is forwarded multiple times from your mailbox

There may be rare instances where an email can be forwarded multiple times within a few milliseconds, from your support mailbox to Freshdesk. This also leads to duplicate ticket creation in your account. 

If the issue persists even after performing the above checks, please provide the email headers of the email causing duplicate tickets and drop an email to support@freshdesk.com. 

Check out his video on how to avoid email replies creating duplicate tickets to understand how email threading works in Freshdesk and troubleshoot ticket duplication caused by email replies.

Freshdesk has the option to include the Agent's name in the sender information of emails sent out of your Freshdesk Account. However, if you would like your Helpdesk's name or company name to be used instead, you would have to make a change to the email configuration.

Navigate to Admin > Channels > Email > Advanced Settings and toggle off 'Use agent names in ticket replies and outbound emails'. This would ensure that the emails are sent with the name of your support email address, which would be available at the "Name" field under Admin > Channels > Email > Edit (corresponding to the support email address).

The default behavior in Freshdesk is that the reply to a ticket would be sent using the support email address from which that ticket was created. 

However, if your requirement is to reply through an email address irrespective of the email address from which the ticket was created, you could install an app called "Customize 'From' Email Address". This can be installed under Admin > Support Operations > Apps > Get More Apps.

Here is a sample screenshot of the app settings.

DKIM generates a signature, which is attached to the message while in transit, to verify the authenticity of the message source. This signature is associated with the organisation’s registered domain name. On reaching the destination, if the message has its signature validated, then the source of the mail is verified. Hence no one can send emails impersonating your organisation and support emails sent by Freshdesk on your behalf will not get marked as spam.

When you are replying as an agent to email notifications from your mailbox, there could be instances where you would also want to modify the ticket properties. However, as you are working from your mailbox, this would not be directly possible. 

However, use the Email Commands feature in Freshdesk, agents can reply from their mailbox and also modify the ticket properties. This is done using a delimiter and including the fields followed by the value which would have to be added to those fields. 

An example is, @Simonsays "status":"pending", "priority":"medium", "agent":"John Robert" @Simonsays, where, @Simonsays is the delimiter, within which the Ticket Properties and values to which they would have to be updated are mentioned.

Here's an article detailed instructions on the working of email commands.

Any agent reply from Freshdesk will have the Ticket URL added by default through the Agent Reply Template email notification. The requesters can use this URL to access the ticket on your portal. 

Please follow the steps below if you wish to remove this URL from your agent replies.

1. Login to your Freshdesk account as an administrator.

2. Navigate to Admin from the menu. Select Workflows and click on Email Notifications.

3. Select the Templates tab and click on Edit button next to “Agent Reply Template.”

4. Remove the {{ticket.url}} from the "Content" section.

5. Click on Save.
   
   

The default behaviour in Freshservice is that, when an agent replies from their mailbox, it will be appended as a reply on the respective ticket. An agent reply from their mailbox cannot be added as a private note. 

The agent's email address could be configured as one the support email addresses of your Freshdesk Account. Hence, the tickets are going to the agent's email address. It is highly recommended that the support email address and the agent's email address should be different to avoid mail looping issues.

You could make use of the Automations in Freshdesk, such as Ticket Creation, Time Triggers, and Ticket Updates to send escalation emails to multiple agents. Using automation, you could send an email to an Agent or a Group if a certain condition is met. 

An example would be to set up a supervisor rule(under Admin > Workflows > Automations > Time Triggers > New Rule) with 

Condition: "Hours since first response due/overdue greater than" (depending on your use-case) 

Action: "Send Email to Agent/Group" add the agent's name or the group's name to whom you would like to escalate.


Summary of the sample rule:

The default font for the portal 

An admin can set up a default font for the agent portal from Admin > Account > Helpdesk Settings. This is the font that your agents will use while composing messages/replies to your customers. We have included more font family and font size options. You will also be able to see a preview of how the font would look like. 

Agent’s font preferences

If you want your agents to change the font format, then you can enable the ‘Font preference for agents’ option under Admin>hepdesk. 

The agents can choose to change the font family or font size from the reply editor under the ticket details page while replying to the tickets. 

When the agents click on the icon 'A', they will be able to view and choose the formatting options as shown below :

Rich text formatting in Freshdesk mobile app:

When typing a response, agents can tap the ‘A’ text icon in the message field to open the formatting toolbar. They can choose to select an option from the toolbar, preview what the message exactly looks like before sending it.

With this, you can bold your text, italicize it, link it to a webpage, add lists, and so on. 

Email notification templates in Freshdesk allow you to customize unique, customer-centric notification emails. Please follow the steps below to edit or customize an Agent reply template.

1. Login to your Freshdesk account as an administrator.

2. Navigate to Admin from the menu. Select Workflows and click on Email Notifications.

3. Select the Templates tab and click on Edit button next to “Agent Reply Template.”

4. Make the necessary modifications and click on Save.

   
   

   
   
   
   

In order to add the agent's signature, the agent needs to click on the Profile image at the top right corner of their Freshdesk account, select Profile settings, add the signature under the relevant section, and click on Save.

An error message saying "An internal error occurred. Please contact support." would be displayed when you are trying to edit the email notifications by signing up with an email address from a generic domain such as gmail.com or outlook.com. In such cases, you would be able to edit the email notifications only if there are more than 10 tickets created in your account.

If you continue to face further issues, please drop in an email to support@freshdesk.com with your Freshdesk URL and we'll have this sorted for you. 

The reason for this breakage is because, the HTML content of the emoticon would break the UI of the Ticket Details page, because of which the content after the emoticon would not appear within the ticket.

In such cases, kindly write to us at support@freshdesk.com. We would be glad to assist you in fixing the ticket breakage on your account.

You can disable forwarding set up in your mailbox that connects to Freshdesk so that every email does not get converted into a ticket. Instead, you can manually forward the tickets to your support address.

Customers reach out to businesses through various channels - email, chat, message, phone, and so on. However, emails are the most widely used and indispensable mode of communication and the core of customer service interaction.

However, if the emails from your Freshdesk account are not reaching your customers, please perform the following basic checks to help troubleshoot the issue. 

• Email delivery failure: Please check if you see an email delivery failure in the ticket details page. The error message will highlight contributing factors like an unauthorized recipient address, an invalid domain, or server error.

• Address added to drop queue: Sometimes, the customer's email address may be in the drop address, for which you can contact us to clear this immediately. 

If the issue persists, please get in touch with support@freshdesk.com, and one of our agents will assist you further.

Only after the forwarding rule is set up in your support mailbox, would emails come into your Freshdesk Account as Tickets. So, please make sure that the forwarding is configured from the mailbox of your support email address to the Forwarding Email Address, available under Admin > Channels >Email, in the "Forwarded To" section corresponding to your email address.

This forwarding rule is for internal operation only and the Forwarded To address would not be displayed to the customer at any point.

There could be cases when one of your support email addresses would be in cc of a conversation. As a result, the email thread would be converted to a ticket and the conversation would get recorded within your Freshdesk Account.

There isn't any default option to prevent tickets from being created in such cases, as the mailbox keeps forwarding all the emails from your primary inbox to Freshdesk as tickets. But, you can set up a Ticket Creation rule under Admin > Workflows > Automation > Ticket Creation >New Rule, to automatically delete the ticket if the email address in Ticket CC is a support email address.

The default behaviour in Freshdesk is that when the From and To addresses of an email are both the support email address, a ticket would not be created. This is to avoid any sort of looping because of tickets and email notifications.

Please try sending the email from another email address to create the ticket.

You have a presentation or meeting with your team to discuss metrics, and so, you have triggered relevant reports for the same. Unfortunately, this did not come through to your email address. Please check the following when you find a delay in this email delivery: 

• Sometimes, there might be an issue with server connectivity - kindly try generating the report after some time. 
• Please check if any of the other agents in your portal is able to fetch this report for you. 
• Kindly check if this is found in your spam or trash folder of your mailbox. 

If these are not working out for you, please contact us (support@freshdesk.com) where we could check if the email address is in our bounce list or the mail has been queued at your end. 

Freshdesk supports DKIM (Domain Key Identified Mail) to perform domain verification, enabling your organization to authenticate the communication between you and your customers. Domain verification is a mandatory check if you use the default Freshdesk server as the email communication method.

To ensure the proper delivery of email, you must enable DKIM for the email domain of your support email address by following the steps below. 

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

2. Click on the Advanced settings option towards the top right menu.

3. Select the Configure DKIM option.

4. Click on the Configure button next to support domain name.

5. Copy the system-generated settings (4 CNAME records) to publish in your DNS server/domain provider's account.

   
   

   

6. Once verified, a green tick mark under the Status column against the DNS settings indicates successful verification. 

7. The account admin will receive an email after backend verification is complete for every domain.

8. You can remove your DKIM settings by clicking on the Remove button against each domain, which will remove the CNAME records for that domain.

Suppose you are using the Freshdesk email server to set up your support email for your domain. In that case, you may encounter the banner stating, ‘Configure your DKIM settings to avoid failure of email delivery. Configure now’. Please follow the same steps as stated above for seamless email delivery.

With Freshdesk, you can add multiple email addresses and map them to your product portals. This feature available from Growth plan and above, makes it easier to manage all of your support queries from one place. Once you configure the forwarding rule correctly in your mailbox settings, the emails sent to the support inbox will automatically flow as tickets in your helpdesk.  

Consider a scenario where you have added a new support address - test@yourcompany.com and mapped it to a portal. 

When a customer sends an email to test@yourcompany.com, the agent's response to the ticket is from test@yourcompany.com.

However, when the customer raises a query from the portal by clicking on the "Submit a new ticket" option, the agent's reply is sent from the Global support mail, which is the primary email by default.

As an Administrator, you can locate your current primary global support email address by navigating to Admin > Email > Email settings page. The email address with the active star icon is your primary support email.

You can also change this by selecting the star icon next to the email you wish to make the new primary global support email address.

When an agent wants to send a response from a different email other than the primary email, they can choose from the drop-down next to the "From" address section.

Note: Only the verified email addresses will be available to select under the ‘From’ dropdown. Please navigate to Admin > Email > Email settings to find the list of verified addresses.

If your domain service provider is GoDaddy then the TXT record has to be added differently for the validation to pass.

For example: Let's say the CNAME is help.sauls.com. Generally, based on this solution article, mapping would be:

fdkey.help.sauls.com to <generated-verification-code-in-Freshdesk>

However, for GoDaddy, you will only need to enter 'fdkey.subdomain' as GoDaddy automatically adds domain.com to the record.

Based on our example CNAME, if you were to add fdkey.help.sauls.com, GoDaddy will again add the domain to the record resulting in this format: fdkey.help.sauls.com.sauls.com causing the validation to fail.

If your domain service provider is 'GoDaddy', create a TXT record mapping just fdkey.subdomain to <key-generated-in-Freshdesk>.

For every incoming email, Freshdesk checks 3 email markers to understand whether the email is a reply to an already-existing ticket. If the email is identified as a reply, Freshdesk performs additional sender email checks to make sure it's not spam.

Email Markers Check

Freshdesk looks for the following three markers in every incoming email. For an email to be threaded to a ticket, it has to pass one of the following checks:

1. Ticket ID (if enabled) 
2. Message-ID 
3. Unique Identifier
   
   

For detailed information on ticket threading in Freshdesk, please refer to the article here

If you receive a  'Domain verified in other account' error message, remove the records you have added for the account, exit the page, and then re-add the values by clicking on ‘Domain’. 

If the issue persists, write to support@freshdesk.com with a screenshot of the error displayed. 

For more details on DKIM, refer to this article.

If you get a '404' error while configuring DKIM, then write to support@freshdesk.com with a screenshot of the error, we will have this checked from the backend. 

For more details on DKIM, refer to this article.

If the DKIM records are unique and valid but not verified yet, then contact your DNS host or drop an email to support@freshdesk.com keeping your DNS host in the loop.

For more details on DKIM, refer to this article.

You can send up to 30 outbound emails per day if you are on the Free plan.

If you are on Growth, Pro, or Enterprise plans, there are no limits to the number of outbound emails you can send. 

If your account is on a trial state under any plan, then you can send up to 5 outbound emails per day.

If you are using any Google Workspace or Google Cloud Identity, there will be no immediate impact for you. However, we request you to reauthorize the mailbox and use OAuth as it is the standard secure way.

To help keep your account secure, starting May 30, 2022, Google will no longer support the use of third-party apps or devices which ask you to sign in to your Google Account using only your username and password. Read more

If you are using basic authentication, the incoming and outgoing email transactions will not work due to the deprecation post-May 30th, 2022.

This will hamper ticket creation, agent replies, and all email notifications sent via configured mailbox.

How to reauthorize your Gmail address in Freshdesk?

The email server settings under Freshdesk will require a re-authorization. If you are using Gmail as a default or custom mail server in Freshdesk and if you have already configured basic authentication, follow these steps,

1. Go to Admin > Channels > Email and you will see the list of email addresses present in your account. 
2. There will be a warning displayed under the email address which has been authorized using basic authentication. Click on the link to reauthorize the mailbox via Oauth as shown below:
   
   

3. Once you click on ‘Click here, you will be redirected to the page as shown below. Click on ‘Sign in with Google’ and you have successfully reauthorized your account. 

4. If you have multiple Gmail based support emails then you have to individually do the OAuth/reauthorize for each support email

Enabling 2-factor authentication:

If you are not able to reauthorize your Gmail account and move to OAuth 2.0 before May 30, 2022, alternatively you can enable 2-factor authentication (2FA or 2-step verification) and configure application-specific passwords.

Here are the steps to enable 2-factor authentication: 

Note: This is not an official confirmation with Google that this is indeed a viable alternative. However, it is recommended to move to OAuth 2.0 before May 30, 2022.

1. Sign in to your Gmail account.
2. Click Settings on the top right corner.
3. Click Accounts and Import tab on the Settings page.
4. Click Other Google Account settings in the Change account settings: option.
5. Click Security on the left panel.
6. Scroll down the page to the Signing into Google section (screenshot below).
7. Select the 2-Step Verification option and follow the in-app instructions.

For any further assistance drop an email to support@freshdesk.com

When configuring an MS Office 365 email system for your current support email address, if you encounter the following error, 

“Error while authenticating the SMTP server. 

Please verify server name, port, and credentials,” check if you have enabled IMAP and SMTP in your mailbox’s app settings.

To check and enable IMAP and SMTP for MS Office 365 mailbox, please follow the steps below,

1. Log in to your Microsoft O365 Admin Center using O365 admin credentials.

2. Navigate to Users, select Active Users and click on the email address with a custom mailbox configuration.

3. In the pop-up window that appears, go to Mail and select Manage email apps.

4. Ensure “IMAP” and “Authenticated SMTP” are enabled in the Manage email apps window.
   
   

   

Multilingual support extends the customer support experience to people worldwide and is vital for your business to operate globally. If you sell a product or service online to a potentially global audience, multilingual support can help you broaden the cross-section of customers, improve customer support efficiency, and help you reach new markets.

You can customize your automated email notifications corresponding to each requester's language settings. For example, a customer whose profile language is French will get notifications and alerts in French. In contrast, a German customer will receive notifications in German.

Please note that this feature is available for Pro and Enterprise plan users.

In order to dynamically notify customers, in their preferred language, Freshdesk offers the multilingual email notifications option. As a first step, you need to add the list of languages through which you will communicate with users. You can then edit the notification content for each language.

Please follow the below steps to configure multilingual email notifications in your Freshdesk account.

1. Log into your support portal as an administrator.

2. Navigate to the Admin icon on your left panel and under the Workflows section select Email Notifications. 

3. Click on Edit next to the notification you want to set up in multiple languages.

4. All supported languages that you add under Helpdesk > Manage languages > Supported languages will be available as individual 'Tabs'.

5. Edit the content for the email notification in each language (We encourage you to consider using a professional translator’s help here).

6. If you leave a particular language's notification blank or choose to NOT edit it, requesters in this language will still receive notifications in your primary language.
   
   

   

   
   
   

7. If you wish to look up the email content in your primary language for a quick review, click on Show original content link beside the language tabs.

8. Click the Save button to enable the translations.
   
   

Freshdesk automatically assigns the requester's profile language by checking the first 15 words in the first email your customer sends to raise a ticket in your helpdesk. All subsequent notifications sent to this requester will be in their profile language, provided this language is one of the supported languages in your helpdesk. You can also manually edit the profile language of a user by editing their details from the contacts or agents page. 

Please follow the below steps to change the notification language of a requester:

1. Login to your Freshdesk account as an administrator.

2. Navigate to the People icon in the left pane and select Contacts.

3. Click on the Edit button next to the contact whose language needs to be updated.

4. Under the Language dropdown list, choose the preferred language of the customer.

5. Click Save.

   
   

   

Please follow the below steps to change the notification language of an agent:

1. Login to your Freshdesk account as an administrator.

2. Navigate to the Admin icon in the left pane and select Agents.

3. Click on the Edit button next to the name of the agent whose language you wish to edit.

4. Under the Language dropdown list, choose the preferred language of the agent.

5. Click Save.