This article provides a step-by-step guide to help you configure support email addresses within Freshservice, verify them, and improve deliverability. 


Before you begin

Only admin with permission to Manage Mailboxes and Email Notifications can view the option in account level email settings and within each client's admin settings.


Configure your support mailbox 

Step 1:  Configure your support mailbox

To configure your support mailbox for:

  • Account level - Go to Admin > Channels > Email > Email Settings and Mailbox.

  • Client level - Go to Admin > [Client Name] > Channels > Email > Email Settings and Mailbox.

Note: Understand that each workspace can have its own support email addresses. To use a single support email across all workspaces, configure a unified helpdesk email in the primary workspace and use global workflow automation to route tickets appropriately.

  1. Click Add mailbox.

  2. Enter a name that will appear in the email response.

  3. Enter the service desk email address to be used as the reply-to address.

  4. Select the required team from the Assign to Group drop-down to automatically assign rockets to the group.

  5. Select one of the following mail server:

    • Default (Freshservice) - Freshservice uses its own mail server to handle both incoming and outgoing messages.

    • Use your own mail server -  Freshservice uses your organization’s mail server.

  6. Select one of the following email system:

    • Incoming and outgoing

    • Outgoing only

  7. (Optional) Select the Delete emails from server after fetching checkbox if required.

  8. Select one of the following:

    • Gmail

    • Microsoft Office 365

    • Other

  9. Click Save to complete the setup.

Step 2: Verify your email and set up forwarding

To verify your email and ensure email forwarding:

  1. Check the inbox of the support email address you configured.

  2. Open the verification email from Freshservice and click the verification link. Alternatively, you may copy and paste the link into your browser.

  3. After verification, open your organization’s email server or provider settings.

  4. Create a mail forwarding rule that sends all incoming emails to your Freshservice-generated email address (e.g., support@yourcompany.freshservice.com).

Step 3 Create an SPF Record for email deliverability

To ensure that your outgoing support emails are delivered successfully:

  1. Open your domain’s DNS management tool or portal.

  2. Locate the DNS zone file for the domain you’re using.

  3. Add or update your SPF record to include Freshservice’s mail servers. For example:
    makefile
    CopyEdit
    include:email.freshservice.com

  4. Save the changes in your DNS settings.

  5. Allow time for DNS propagation. This may take a few minutes to a few hours depending on your provider.

Adding an SPF record helps prevent emails sent from Freshservice on your behalf from being marked as spam.

Add BCC Email Addresses for internal monitoring

To add BCC recipients to your support email configuration:

  1. Log in to Freshservice as an Administrator.

  2. Navigate to Admin > Channels > Email > Email Settings and Mailbox.

    • For client level, go to Admin > [client Name] > Channels > Email > Email Settings and Mailbox.

  3. Click on the Add BCC link located above the list of support email addresses.

  4. Enter the BCC email addresses you want to add, separated by commas.

  5. Click Save to apply the configuration.

These recipients will receive copies of all support-related email communications without being visible to the original sender or other recipients.