In addition to setting up your support mailbox via email forwarding, you can also choose to use your own email servers for sending and receiving emails through Freshdesk. This functionality lets you make sure that all your email transactions are outside Freshdesk, and will be completely managed at your end. 


This feature is available on the Forest Plan and can be used with any public services (like Gmail, AOL etc.) or private SMTP and IMAP servers. You'll just have to make sure that you configure your settings properly before you can start working on tickets. You can also decide if you want to enable your email server for both incoming and outgoing emails, or just outgoing emails.  


Quick guide to configure a custom mailbox

  • Login to your support portal as an administrator.
  • Go to the Admin tab.
  • Click on the Email icon.
  • Click on the Edit button next to the mailbox for which you want to use custom server or you can create a new mailbox by clicking on the New support email button.
  • In the Email settings page, enter the custom email address of the mailbox you want to use in the 'Your support email' text box.
  • Click on the Use your own mail server radio button.
  • From the Email System drop down, select the email system to which your server belongs.
  • You can use your mail server for both incoming and outgoing emails or just outgoing emails.



Incoming mail settings

  • If your email system is Gmail or AOL, your server name and port details will be pre-filled.
  • If it's some other system, you need to enter your IMAP server name for incoming emails and you can click on the Use SSL checkbox to establish a secure connection. 
  • You can click on the check box below to delete emails from your own server after it has been fetched into Freshdesk.
  • Use the drop down to choose the Authentication method.
  • Provide the login password for the email address you entered above.


Outgoing mail settings

  • If your email system is Gmail or AOL, your server name and port details will be pre-filled.
  • If it's some other system, you need to enter your SMTP server name from where you want the outgoing emails to be sent.
  • Click on the Use SSL/TLS check box to establish a secure connection. 
  • Use the drop down to choose the Authentication method.
  • Provide the login user name and password for the email address you entered above.
  • If your user name does not have your domain name in it, you will have to enter your domain name in the text box
  • Click save to start using your own email servers.



Please note that the authentication method varies for different email servers. For example, Gmail uses plain or CRAM-MD5 authentication. Choosing a wrong authentication method will lead to an error while saving.


In addition to setting up your support mailbox via email forwarding, you can also choose to use your own email servers for sending and receiving emails through Freshdesk. This functionality lets you make sure that all your email transactions are outside Freshdesk, and will be completely managed at your end. 


This feature is available on the Forest Plan and can be used with any public services (like Gmail, AOL etc.) or private SMTP and IMAP servers. You'll just have to make sure that you configure your settings properly before you can start working on tickets. You can also decide if you want to enable your email server for both incoming and outgoing emails, or just outgoing emails.  


Quick guide to configure a custom mailbox

  • Login to your support portal as an administrator.
  • Go to the Admin tab.
  • Click on the Email icon.
  • Click on the Edit button next to the mailbox for which you want to use custom server or you can create a new mailbox by clicking on the New support email button.


  • In the Email settings page, enter the custom email address of the mailbox you want to use in the "Your support email" text box.
  • Click on the Use your own mail server radio button.
  • From the Email System drop down, select the email system to which your server belongs.
  • You can use your mail server for both incoming and outgoing emails or just outgoing emails.


Incoming mail settings

  • If your email system is Gmail or AOL, your server name and port details will be pre-filled.
  • If it's some other system, you need to enter your IMAP server name for incoming emails and you can click on the Use SSL checkbox to establish a secure connection. 
  • You can click on the check box below to delete emails from your own server after it has been fetched into Freshdesk.
  • Use the drop down to choose the Authentication method.
  • Provide the login password for the email address you entered above.


Outgoing mail settings




  • If your email system is Gmail or AOL, your server name and port details will be pre-filled.
  • If it's some other system, you need to enter your SMTP server name from where you want the outgoing emails to be sent.
  • Click on the Use SSL/TLS check box to establish a secure connection. 
  • Use the drop down to choose the Authentication method.
  • Provide the login user name and password for the email address you entered above.
  • If your user name does not have your domain name in it, you will have to enter your domain name in the text box
  • Click save to start using your own email servers.


Please note that the authentication method varies for different email servers. For example, Gmail uses plain or CRAM-MD5 authentication. Choosing a wrong authentication method will lead to an error while saving.