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

In order to achieve this, please navigate to Admin-->Email and enter your support email address by clicking on "New Support Email". Kindly note that a "Forwarded To" address would be generated, using which you would have to setup a Forwarding Rule from within the Settings Tab of your support mailbox. For detailed instructions on setting up the forwarding, please refer to this article and the video tutorial in it.

Furthermore, each support email address can be assigned to a group as per your preferences and workflow.