Really new to Freshdesk. We added a custom email address and when I reply to tickets it shows that in the “From” location it says () and has no email listed. How can I change that so that when I reply it gets sent as an email? Is that a higher tier in the subscription?
How do I send replies (outbound) via email?
Userlevel 7
+7
- Community Manager
- 559 replies
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26 July 2024
Hello
Userlevel 2
+5
- Community Manager
- 59 replies
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31 July 2024
- Answer
Greetngs
In the free plan, there are no restrictions on sending outgoing emails, except for the total number of emails that can be sent. For more information, please refer to the following article.
https://support.freshdesk.com/en/support/solutions/articles/211974
Can you verify that you selected both incoming and outgoing emails for the custom mailserver as indicated in the article below?
https://support.freshdesk.com/support/solutions/articles/195170
If the issue continues, we will need to review some settings and may require your account details. Please check your direct messages for instructions on creating a support ticket. We will be happy to assist you further.
Thank you.
Sujitha Dhanaseelan.
Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service.
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