Once you have signed up for a Freshservice account, one of the first steps is to configure email support so your employees or clients can easily raise requests. This article walks you through setting up and managing support email addresses and mail server options in Freshservice for MSPs.


Support Email Types

Default Email 

Every Freshservice account includes a default support email address, which follows the format: support@yourcompany.freshservice.com. 

When users send messages to this address, Freshservice automatically creates a support ticket using the sender's email as the requester. This default address is useful for quick setup and immediate ticket intake.

Custom Domain Support Email Addresses

You can configure your own support email addresses using your organization’s domain. For example, you can set up addresses like support1@yourcompany.com or support2@yourcompany.com. This approach is especially useful for companies managing multiple teams or client accounts. Each support email address can be configured for both incoming and outgoing communication, ensuring that replies are sent from the same address through which the ticket was received.

For instance, if you receive a ticket via support@acme-tech.com, all agent replies will be sent from support@acme-tech.com, maintaining consistency and clarity for the end user.

Types of mail server

You can set up email using the following Email servers.


Mail Server

Description

Default (Freshservice)

Freshservice for MSPs uses its own mail server to handle both incoming and outgoing messages. If you choose to use a custom domain (such as support@yourcompany.com) with this option, you must verify the email address and authenticate the domain. This process involves configuring SPF and DKIM records in your DNS settings. These authentication steps are critical because Freshservice cannot send emails on behalf of a domain without proper authorization.

Once the domain is verified and authenticated, Freshservice can send and receive emails using the configured support address. Emails received via forwarding from your domain to the Freshservice address will be converted into tickets, and replies will be sent from the same support address.

Note: The default mailbox will be the Primary mailbox for your account.

Use your own mail server

Configure Freshservice for MSPs to use your organization’s mail server. This enables the system to read and send emails directly from your existing mailbox. You can select one of the following email systems:

  • Incoming and outgoing

    • Email notifications and ticket replies come from your domain and mailbox.

    • Agents can choose from any configured outgoing mailbox for ticket responses.

  • Outgoing Only

    • Incoming emails are forwarded to the Freshservice for MSPs provided email ID.

    • Replies are sent using the mailbox’s configured Reply-To address.

Email Server

You can use the following mail server:

  • Gmail

  • Microsoft Office 365

  • Other