Efficient mailbox management is essential for ensuring smooth communication between your support teams and clients. In Freshservice for MSPs, each mailbox acts as a channel through which tickets are created and managed. 

This article guides you through the steps to configure, manage, and optimize mailboxes for your  account, helping you streamline incoming requests and maintain organized ticket workflows across multiple clients.

Understanding Primary Mailboxes

Freshservice designates one primary mailbox at the global account level and at the client level This mailbox acts as the default source and destination for support communication. 

Primary mailbox at the account Level

When a Freshservice account is created, a global primary mailbox is automatically generated. This mailbox becomes the default channel for all global email communication.

  • If multiple global mailboxes exist, administrators can change the primary mailbox designation to another global mailbox. This functionality is already supported.

  • At any given time, only one global primary mailbox is allowed.

  • The global primary mailbox cannot be deleted under any circumstances. It must first be replaced as the primary mailbox before any deletion is permitted.

Primary mailbox at the client Level

By default, the first mailbox created for a client becomes the primary mailbox for that client. Unlike the global mailbox, a client's primary mailbox can be deleted if it is the only mailbox associated with that client.

If a client has multiple mailboxes, then:

  • The primary mailbox can be reassigned from one mailbox to another.

  • The currently designated primary mailbox cannot be deleted until another mailbox is set as the primary.

Note: When no mailbox is associated with a client, the global primary mailbox is used for handling support emails for that client.

Deleting and editing mailboxes

Mailbox deletion and editing is supported at both the global account level and the individual client level, with certain restrictions to ensure mail flow continuity.

Global mailboxes

Global mailboxes can be deleted if they are not designated as the primary mailbox.

  • If an email is sent to a deleted global mailbox, it will not result in ticket creation. The message will be discarded.

  • The global primary mailbox cannot be deleted. To remove it, you must first designate a different global mailbox as the primary.

  • Global mailboxes can also be edited to update their email address or associated settings.

Client mailboxes

Client mailboxes can be deleted at any time. Similar to global mailboxes, emails sent to a deleted client mailbox will not create tickets.

  • If the mailbox being deleted is the only one associated with the client, it can still be deleted. After deletion, Freshservice will default to using the global primary mailbox for that client.

Email Settings

Once you have created and set up support emails for your account, you can configure email settings to customize your support email setup.

For example, you can allow agents to create new outbound emails and choose to use their name as the sender and give a personal touch to emails. For forwarded emails, you can also configure contacts to be automatically created based on the reply-to address and the original sender.

To view the advanced email settings:

  1. Log in as an Administrator.

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

  3. Configure the following settings based on your requirements.

Settings 

Description

Set up SPF and DKIM email authentication

Ensure effective email delivery by authenticating messages sent from custom email domains through Freshservice mail servers. This is a global setting.


Freshservice IP addresses for email communication

Allowlist these IP addresses to ensure seamless communication. This is a global setting.


Use Agent names for Personalized Email Replies? 

Select if you want to agent replies to have agent's name as the sender name

Use the Reply-to email address to create contacts

Select this if you want to create contact using the From address in the email

For forwarded emails, consider original sender as ticket's contact

Select if you want the original sender as the contact when an agent forwards an email to the service desk.

Send suspicious emails to Spam

Select if an incoming email violates any anti-spam rules, the created ticket will be automatically moved to the Spam folder.