I really liked Freshdesk and it was perfect for my needs in every way except one.
Not being able to use my own SMTP servers - so my outbound emails were idenfied as "via Freshdesk" - is simply unacceptable at any price. Frankly it should be included in every level of service, not just the Forest tier.
So I suspended my trial and will move to another product that does offer this feature.
Honestly I was very disappointed - Freshdesk was my obvious first choice in all other ways.
Not only that - all Freshdesk emails from our team is starting to get marked as SPAM by many email inboxes, and that's probably because other customers of Freshbook sending out sketchy stuff that people mark as SPAM.
If we had our own outbound servers set up then it would make life a lot easier, but right now we have massive issues.
over 2 years ago
It is possible to integrate your mail server to send/receive emails in Freshdesk. All email transactions will reside outside Freshdesk and will be completely managed by your server, thus increasing the credibility of the emails sent out of your helpdesk. Read more about this feature here.