Freshdesk presents a simple solution of bringing the emails from your mailbox into your helpdesk as tickets so that agents in your portal can work on them from within the tickets tab itself.


As an Administrator of your Freshdesk account, you can set up a new support email and forwarding rule by following the steps below.  

  1. Navigate to Admin from the menu. Under Channels, click on Email.

  2. On the Email settings page, click on the New Support Email option from the top bar.

  3. Provide a Name for your support email address that you can share with your customers.

  4. You can assign a group to work on the tickets and link products per your preferences and workflow.

  5. You can use a custom email server or Freshdesk email server to manage your support email. Here is a youtube video on setting up a custom mailbox in Freshdesk for your reference.

  6. Selecting the Freshdesk email server option will generate a "Forward Your Emails to" address

  7. Go to the Settings Tab of your support mailbox and set up a Forwarding Rule with the above-mentioned long forwarding address. Here is a youtube video on setting up email forwarding with Outlook 365 to help you get started.

  8. Click on the Copy button from the pop-up window to copy the forwarding address.

  9. Sign in to your mailbox, go to Settings ->Forwarding and POP/IMAP, and paste the copied email as a forwarding address.Setup forwarding rule for support emails

  1. Go back to your Freshdesk account and click on the Next button.

  2. Copy the activation code you receive on the next screen.

  3. Paste the code into your mailbox inbox settings page, select the ‘Forward a copy of incoming email to’ option, and click on Save.

    Setup forwarding rule for support emails

  4. In your Freshdesk account, click on the Next and Finish buttons.