Setting up a custom mailbox in Freshservice

Your service desk sends and receives a ton of emails every day. And Freshservice’s email servers have you covered for all your incoming and outgoing mail. That said, should you want to use your own mail servers, you can do that too.

To set up a custom mailbox in Freshservice:

1. Log in to your Freshservice account as an administrator and go to Admin > Channels > Email Settings and Mailboxes.  If your account has more than one workspace, go to Admin > {Workspace name}  > Channels > Email Settings and Mailboxes. 

2. This page will display your current support emails (the default one looks like support@yourcompany.freshservice.com). If you want to change any support email, click the relevant email address to edit it. Otherwise, click Add mailbox. If your account has more than one workspace, refer to the solution article on managing multiple workspaces to understand how email settings and mailboxes would work.

3. Enter your mailbox name, service desk email address, and select the default agent group for tickets coming in through this email. If you’re a managed service provider (MSP), you may also see a drop-down for company too.

4. Select an Email Service. You can choose between the following options:

• Gmail

• Microsoft Outlook

• Custom email server (this lets you configure the IMAP and SMTP addresses for your server)

• Freshservice

Note: To learn about how forwarding addresses work, see Setting up your support email address.

Setting up Microsoft mail server

1. Click Microsoft Outlook if you want to use the Microsoft email service.
   
2. Select one of the following authentication method:
   Microsoft Graph API authentication

   General OAuth authentication

   Note: The Graph API integration is currently available for new Freshservice signups. Existing customers who wish to switch can contact our Support team for assistance. We’re actively working to make this available for existing accounts.

   
3. Select the Microsoft account you want to use.
   
4. Click Accept to provide the permissions required to set up the Helpdesk email.
5. You can now view the configuration for your Incoming and Outgoing Mail servers. Once done, click Add.

An activation email is sent to your helpdesk email to verify your account. Once verified, your mailbox is set up using Microsoft.

Setting up Google mail server

• Click Gmail to use Google Mail service.
  
• Select the Google account you want to use.
  
• Allow the permissions required to set up the Helpdesk email.
  
• You can now view the configuration for your Incoming and Outgoing Mail servers. Once done, click Add.
  
• Once you save your email settings, an activation email is sent to your helpdesk email to verify your account.
  
• Once verified, your custom mailbox is set up using Gmail.
  

Setting up Custom mail server

Click Custom email server to connect via SMTP/IMAP.

Set up the Incoming Mail Server:

• Enter the IMAP Server Name and Port of your Email server.

• If your email service uses SSL/TLS authentication, enable the checkbox

• You can choose either Plain or Login authentication. 

• Enter the Email address and Password of your Email Server.

• Once done, click Add.

Set up the Outgoing Mail Server:

• Enter the SMTP Server Name and Port of your Email server.

• If your email service uses SSL/TLS authentication, enable the checkbox

• You can choose either Plain or Login authentication.

• Enter the Email address and Password of your Email Server.

• Once done, click Add.

Setting up Freshservice email

1. Click Freshservice to use the Freshservice email service.2. Ensure you've entered relevant details for mailbox name and service desk email address, and you've selected the agent group.

3. Once done, click Add.

FAQs:

1. How to resolve SMTP/IMAP errors while configuring a custom mailbox?

Microsoft Mailbox

If you are using Google or other mailbox account and check if POP3, IMAP, and SMTP settings are enabled to avoid facing this issue.

How to fix if the issue is still being observed?