When your company has multiple emails and different points of contacts for your customers to reach out to, it can get difficult to keep track of all the requests coming in. For example, in addition to your support email, you might also have a sales contact or an information alias that is shown to your users.
Freshdesk lets you add an unlimited number of support emails to your helpdesk and makes it easy for you to manage all of your support queries from one place. Just like your primary support email, all emails received in your additional support mailboxes will also be converted into tickets automatically. You'll then be able to let your whole support team access them, send out replies, and collaborate whenever necessary.
How to add multiple support emails to your helpdesk
Go to Admin > Channels > Email > New Support Email.
- Continue setting up this support mailbox just as you first configured your primary support email.
You can also automatically assign tickets coming into this mailbox to a specific group using the Assign to Group option.
Make sure you save your changes for them to take effect.
Note: You can add multiple support emails from the Growth plan only. However, if you are on the Free plan, you can add one email. Only if the support email is verified can you use it for outgoing emails from your helpdesk, and tickets will be assigned to the mapped groups as expected.
Once you're done adding your support email, make sure you set up a forwarding rule from your support mailbox to Freshdesk only if you're using default Freshdesk servers as an email server option. For every new email you add, Freshdesk gives you a different forwarding address so you don't have to worry about your emails getting mixed up. Going forward, you can use this support email when you send out replies to your customers.
Here is a quick video on setting up your Forwarding rules in Freshdesk (only for Default Freshdesk Server)
Note: The From address would be picked up automatically on the ticket replies based on the To email address to which the ticket was raised. For example, if a ticket was raised to one of your support email addresses '[email protected]', then the From address while replying to the ticket would be '[email protected]' by default. In case you would like to customize the From email used on the ticket replies based on certain conditions, you can make use of Customize From Email Address app to suffice your usecase. Article for help.
When you have multiple support emails, you can mark a specific support email as global primary under Admin > Channels > Email (indicated by golden star
). The reply emails from Freshdesk will automatically use this primary support email when tickets are created through channels other than Email.
Similarly, when you have multiple product-specific support emails configured, you can mark a specific product support email as primary, and this support email will be used for emails sent on other channel-sourced tickets.
Note: Multiple products feature is available from the Pro/Estate plan in Freshdesk. Every product configured should have a unique support email associated with it. You can learn more about multiple products support in Freshdesk here.
To delete a support email, you can click on the 'delete' button next to it under Admin > Emails. If you are looking to do this for a primary support email,
- Global primary support email - Add another support email under Admin > Emails that isn't associated with any multiple products and then mark the newly added support email as the primary by clicking the star next to it. This would then give the option to delete the required support email.
- Product primary support email - Navigate to Admin > Support operations > Products > Edit next to specific product > Add another email > Enter a new support email and mark it as primary support email. This would then give the option to remove the previous support email; remove it and save the changes for the support email to be deleted from your account.