Freshservice presents a simple solution of bringing the emails in your mailbox into freshservice 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-->Support Channels-->Email and enter your support email address by clicking on "New service desk 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.
Furthermore, each support email address can be assigned to a group as per your preferences and workflow.
You have started with freshservice and would like to add an email address to the portal so that when customers write to this address, all the emails would be converted into tickets.
In order to process this, please navigate to Admin --> Support Channels --> Email --> New service desk Email and add this email address here. Once this is done, a "Forwarded To" address is generated which has to be set up in your mailbox.Kindly refer to the below solution article for more information on the same: https://support.freshservice.com/support/solutions/articles/154123-setting-up-your-support-email-address
After adding a support email address to your account, you would have to activate it, to receive tickets in freshservice from that email address. Kindly follow the below steps to activate your support email address.
1. Goto Admin-->Support Channels-->Email-->Add New Service Desk Email and add your new service desk email.
2. After the above, click on the send activation option under the recently added e-mail.
3. Goto your mailbox, click on the link within the activation email you would receive, to finish activation.
Here's what we recommend:
First, check to see if the verification email is in your Spam folder.
If you can't find it in your spam folder, then try resending the verification email. Navigate to Admin-->Support Channels-->Email and hit the "Send Activation" button.
Sometimes, it is possible that there's a delay in the delivery of verification emails. So, please wait for some time before you try again. If you still haven't received the verification email after following the above steps, get in touch with our support team by sending an email to [email protected]. We're always happy to help.
After a service desk email address is added to your account, it would have to be activated to start receiving tickets. To activate an email address, you would have to click on the "Send Activation Link" option, corresponding to it. This would send an email to your support email address, containing an activation link. You would have to click on this link to activate your service desk email address.
At times, while clicking on the link, you would receive an error saying "Activation Code Invalid". This error comes up either -
when the service desk email address is deleted after the activation email was triggered.
when the activation email expires because a new one was triggered.
In such cases, please make sure that the latest activation link is being used. If the issue continues, kindly write to [email protected] and one of our agents assist you further on this.
The emails from freshservice were earlier sent through SendGrid, our former email service provider. However now, we have migrated to our own SMTP servers.
If you would like to use your own mail servers instead of our SMTP servers to send and receive emails, you can use the custom mail server option available.
You could set this up by adding the IMAP and SMTP details of your mail server to your freshservice account under, Admin > Support Channels > Email > Click on the Email > Use your own mail server.
Setting up your support email address
In cases where you have emails in your Inbox, that you would like to convert to tickets in Freshservice, you could forward those emails to your support email address. As such, this would create a ticket with you as the requester of the ticket. However, you could create a ticket with the original sender as the requester, when an email is forwarded from your mailbox to the support email address.
To set this up, please navigate to the Admin -->Channels --> Email --> Email settings and Mailboxes --> Turn ON the option "For forwarded emails, use original sender as requester". After this option is turned on, tickets created through forwarded emails would use the original sender of the email as the requester of the ticket instead of the agent who is forwarding the email.
When a ticket is created from a No-Reply email address, you would not be able to continue further correspondence with the requester. To avoid such an instance, you could automatically create the ticket by making the Reply-To email address of this no-reply email address, as the requester of the ticket.
You can create a ticket using the Reply-to address if the option, "Use 'Reply-to' email address to create requester contacts", underAdmin -->Support Channels--> Email, is turned on. This would get the email address of the user from the 'Reply-to' field and use this as the Requester of the ticket.
If the reply is from the requester of the ticket or anyone part of the ticket conversation thread(in cc to the ticket conversation, added as an approval, if the ticket was forwarded to them), Freshservice will check for the Message-ID and ticket ID in the subject line and append the reply to the original ticket accordingly.
The system will look to append the reply based on the Ticket ID in the subject line, which would have to be of the format [#{{ticket.id}}](for ex., [#INC-12345], where the ticket id is INC-12345). This concept is used for replies to emails sent by Automations or Email Notifications
There might be instances where a ticket conversation would have to be forwarded to a third party, that is not a part of your helpdesk. For example, if you would like to forward the ticket to your Inventory Partner or to the Dev Team, you can have it done by the following methods:
1. Click on the Forward button in a ticket.
2. Enter the third party address in the To field.
Note: You will not be able to find the 'forward' option for Private notes added to the ticket.
You can configure a workflow automator from Admin-->Workflow Automator where you can specify the condition and triggers as per your requirement and set the action as Add CC and enter the email address.
Any agent reply from Freshdesk will have the Ticket URL added by default through the Agent Reply Template email notification. The requesters can use this URL to access the ticket on your portal.
Please follow the steps below if you wish to remove this URL from your agent replies.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Select Workflows and click on Email Notifications.
Select the Templates tab and click on Edit button next to “Agent Reply Template.”
Remove the {{ticket.url}} from the "Content" section.
Click on Save.
The agent's email address could be configured as one the support email addresses of your Freshservice Account. Hence, the tickets are going to the agent's email address. It is highly recommended that the support email address and the agent's email address should be different to avoid mail looping issues. For any clarifications on the same, please reach out to our support team at [email protected] for further assistance.
You could make use of the Automations in Freshservice. Using automation like Supervisor, you could send an email to an Agent or a Group if a certain condition is met.
An example would be to setup a supervisor rule(under Admin-->Supervisor-->New Rule) with
Condition : "Hours since first response due/overdue greater than" (depending on your use-case)
Action : "Send Email to Agent" add the name of the agent to whom you would like to escalate.
Your Freshservice account has a default font associated with it. This font will be applied for replies and email notifications.
You will have the option to change the font, under Admin > Email Notifications > hit the 'Change' option against Default Font.
Emails are the primary source of communication with your customers. When the emails do not get delivered, it is a hindrance to your regular pace of work which we would definitely not want you to face. A few basic checks before reaching us would be:
Creating an SPF makes sure Emails are delivered efficiently.
Sometimes, the 'To' email address might be in the drop address for which you could contact us to clear this right away.
If this needs more assistance, kindly write to us ([email protected]) so that we can help you better.
Only after the forwarding rule is set up in your support mailbox, would emails come into your freshservice Account as Tickets. So, please make sure that the forwarding is configured from the mailbox of your support email address to the Forwarding Email Address, available under Admin-->Channels-->Email Settings-->and check the "Forwarded To" section corresponding to your email address.
This forwarding rule is for internal operation only and the Forwarded To address would not be displayed to the customer at any point
There could be cases when one of your support email addresses would be in cc of a conversation. As a result, the email thread would be converted to a ticket and the conversation would get recorded within your Freshservice Account.
There isn't any default option to prevent tickets from being created in such cases, as the mailbox keeps forwarding all the emails from your primary inbox to Freshservice as tickets. But, you can set up a Workflow automator under Admin-->Workflow Automator>New Ticket Automator, to automatically delete the ticket if the email address in Ticket CC is a support email address.
The default behaviour in Freshservice is that when the From and To addresses of an email are both the support email address, a ticket would not be created. This is to avoid any sort of looping because of tickets and email notifications.
Please try sending the email from another email address to create the ticket.
Email support cannot be deactivated in Freshservice and a default support email address is mandatory for all accounts. However, you would be able to use a workflow automator (Admin-->Workflow Automator>New Ticket Automator), to automatically "Delete the ticket" or "Mark as Spam" when the "Source is Email".
