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

Here’s a quick guide to setting up a custom mailbox in Freshservice:

1. Login to your Freshservice account as an administrator and go to the Admin console. Click on Support Channels -> Email.

2. This page will display your current support email (the default one looks like If you’d like to change this, click on Edit. Otherwise, click New helpdesk Email.

3. Enter your helpdesk nameemail address and select the default group for tickets coming in through this email. If you’re an MSP, you might see a drop-down for company too.

4. Then select the Use your own mail server radio button. When you do, fields to set your incoming and outgoing server settings will be added. You can choose the custom mailbox even for outgoing email only.

5. Currently, only Gmail* is available as an option by default. To configure mail for a different provider, select Other from the Email System drop-down. Specify the IMAP and SMTP settings and click on Save/Update.

*In case you're configuring Gmail as the Email system, there are a couple of settings you'll need to configure in your Google account.

Currently, Google is blocking Freshservice from communicating with the Gmail mailbox since we don't use the recommended OAuth2 for authenticating with them yet. We're working on implementing it. In the meantime:


1. As a workaround, you can turn on access to 'less secure apps' in your Google account on a temporary basis. Doing this is not recommended as it reduces the level of security.



2. Google also requires you to allow access while connecting to new apps.


When you click Continue, it will display the 'access enabled'message.




NOTE: These settings are not available in case 2-Step Verification is enabled for your Google account.

An unlicensed or a shared Mailbox will not authenticate. It must be a licensed, standard mailbox.

Now, all your service desk’s incoming and outgoing email will be routed by this mail server.