Note: We've updated our pricing and packaging. This feature is available on Estate & Forest plans for customers who signed up before Nov 2nd 2020.

Your service desk sends and receives a ton of email 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.


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


1. Log in 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 support@yourcompany.freshservice.com). If you’d like to change this, click on Edit. Otherwise, click New Email Settings.



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 the 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, click here.


5. If you want to use your own 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:


  • Click on Sign in with Microsoft if you want to use the Microsoft email service.

  • Select the Microsoft account you want to use.


  • Grant the permissions required by Freshservice to set up the Helpdesk email by clicking Accept.

  • You can now view the configuration for your Incoming and Outgoing Mail servers. Once done, click on 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 Microsoft.

Setting up Google Mail server:

  • Click on Sign in with Google to use Google Mail service.

  • Select the Google account you want to use.
  • Grant the permissions required by Freshservice to set up the Helpdesk email by clicking Accept.
  • You can now view the configuration for your Incoming and Outgoing Mail servers. Once done, click on 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 on 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 on Save.