Arun F Xaviour

Setting up support email in Freshdesk Hello there! In this video tutorial, you will be learning how to set up your support email in Freshdesk. Click on the "Admin" tab and select "Email". You can see that there is already a support email like-created for you. This is the default support email created for you at the time of your Freshdesk account creation. If you already have a support email for your company, you can add this to Freshdesk by clicking on New Support Email. Create a name for your support email. This will be the name your customers see when they get reply emails from you. Enter the support email address. This will also be the Reply-to address for the emails you send from the respective portal in Freshdesk. Any email sent to your support email address becomes a ticket in Freshdesk. Click on the "Assign to Group" drop-down menu to select the group responsible for handling these tickets. If your company has multiple products and this is the support email address for just one of the products, you can click on the drop-down menu under "Link this support email with a product" and select the respective product from the list. If you haven't created a product yet, you can stop this process of setting up the support email address and click on "add product" to create a new product group in Freshdesk. After you have finished, you can come back and start the email set up process. Next, you can see the option to select the mail server. The default is the Freshdesk mail server. If you want your email transactions to happen outside of Freshdesk, you can select "Use your own mail server" and fill in the required details. We will get back to that soon. For now, lets select "Default". Can you see a greyed-out field called "Forward your emails to"? Use this address to set up the forwarding rule in your support email, so that all the emails coming into your support email inbox gets forwarded to Freshdesk to be converted to tickets. Click on "Save". An email with an activation link will be sent to your support email. Locate the email in your support email inbox and click on the activation link to start using the email. You can set up your desired email address as the primary email in Freshdesk by clicking on the star icon. But if your support email is linked to a product you can see that it is already selected as the primary email address. Because that is the primary email address for that particular product. In such cases, you can see multiple primary email addresses. Let's see how you can set up a forwarding rule in Gmail so that the support emails gets forwarded to Freshdesk. Go to Gmail and click on "Settings". Select "Forwarding and POP/IMAP" tab. Click on "Add a forwarding address" and enter the address you saw in the greyed-out field under "Forward Your Emails to". Click on "Next". A confirmation code will be sent to the address you just entered. This email will be available as a ticket in your Freshdesk account. Copy the code and paste it into the box and click "Verify". By default the rule will be "Disable Forwarding". Make sure you change it. That's it! You have learned how to set up a new support email in Freshdesk.