Your Freshdesk account primarily focuses on a ticketing system designed to bring emails received by your support mailbox into the Freshdesk portal.

When a customer sends an email to your support address, which is configured in Admin > Channels > Emails, and you've set up forwarding rules in your support mailbox, the email will appear in Freshdesk as a "new ticket."

The subject of the email becomes the ticket's subject, and the email's content is transformed into the ticket's description. Additionally, the email address from which the message was sent (Customer Email Address) becomes the Requester Email Address for that specific ticket.