When your company has multiple emails, and different points of contact for your customers, it can get difficult for you to keep track of all the requests coming in. For example, in addition to your support email, you might have a sales contact or an information alias that are shown to your users.
Freshdesk lets you add an unlimited number of email addresses to your helpdesk and makes it easy for you to manage all of your support queries from one place. Just like your primary support email, all emails received in your additional mailboxes will also be converted into tickets automatically. Once they are, you will be able to let you whole support team access them, send out replies and collaborate whenever necessary.
Quick guide to adding multiple emails to your helpdesk:
Go to Admin > Email Setup.
Click on the New Support Email button.
Continue setting up this mailbox just as you configured your email first.
You can also automatically assign tickets coming into this mailbox to a specific group.
- Make sure you Save your changes for them to take effect.
Once you are done adding your email, make sure you set up a forwarding rule from your mailbox to Freshdesk. For every new email you add, Freshdesk gives you a different forwarding address, and you don't have to worry about your emails getting mixed up. Going forward, you can use this email when you send out replies to your customers.