This article describes how to allowlist specific IP addresses and domains to ensure smooth email delivery from your Freshservice helpdesk, especially if your network setup includes firewalls or restrictions. If your data center is in the US, use the IP addresses and domains below.
TABLE OF CONTENTS
- Types of mail server
- IP addresses for your custom mail server
- Allowlist domains for Default Freshservice mail server
- Additional information
Types of mail server
Freshservice offers two options for sending emails:
- Default (Freshservice for MSPs) - If your helpdesk is set up to send emails directly from Freshservice (without additional configurations), you are using the default mail server.
- Use your own mail server - If you have configured Freshservice for MSPs to send emails through your organization's mail server (e.g., a server with custom settings or company-specific domains), you are using a custom mail server.
IP addresses for your custom mail server
If you use a custom mail server to send emails through Freshservice for MSPs, allowlist the following IP addresses in your mail settings to enable Freshservice for MSPs to access, authenticate, and send emails without interruption.
Allowlist domains for Default mail server
If you are using the Freshservice for MSPs mail server, add the following domains to your allowlist in your mail settings (e.g., Gmail or Microsoft). This enables us to send emails to recipients within your network and helps ensure they go directly to your inbox instead of spam.
Note: This setting is recommended if Freshservice for MSPs emails are going to your spam folder.
Domains to allowlist:
freshservice.com, freshworks.com, and freshemail.ioContact your IT administrator to add these domains to the allowlist.
Additional information
For more information, refer to the following documents:
- Gmail - Add custom spam filters to Gmail
- Microsoft - Block or allow (junk email settings)
If you are still having issues, contact Freshservice for MSPs support at msp.support@freshservice.com.