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 > Email Settings and Mailboxes.  If your account has more than one workspace, go to Admin > {Workspace name}  > Channels > Email > Email Settings and Mailboxes. 

2. This page will display your current support email (the default one looks like support@yourcompany.freshservice.com). If you’d like to change this, click the 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, 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. If you select the Default Mail server, you can use the Freshworks email service. To know more about how forwarding addresses work, see Setting up your support email address.

5. If you select Your mail server, you can choose between three options:

• Google 

• Microsoft

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

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

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

Setting up Google Mail server:

• Click Sign in with Google to use Google Mail service.
  
• Select the Google account you want to use.
  
• Allow the permissions required by Freshservice to set up the Helpdesk email.
  
• You can now view the configuration for your Incoming and Outgoing Mail servers. Once done, click Save.
  
• 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 Google.
  

Setting up other mail servers:

Setting 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 Save.

Setting 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 Save.

FAQ:

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?