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How to create multiple support emails using our outgoing smtp?

Related products:Freshdesk
  • March 16, 2020
  • 2 replies
  • 19 views
M
Apprentice

I'm trying to create this scenario:


Our customer sends a support request to *@mydomain.com. Our mail server forwards it to a fresh desk email address where it creates a ticket in an assigned group.


Our support agent replies and the reply email is sent to our smtp server which sends it to our customer.


I can't figure out how to obtain a forwarding email because as soon as I select "other" email server the option for a freshdesk support email disappears. I have read the documents but they seem not to help at all.

2 replies

V
Community Debut
  • valu
  • Community Debut
  • March 23, 2020

Hello.  In freshdesk you have the possibility to use your own emailsupport adress.  (garden trial)  I set up my ticketfields,... everything is fine.  But when I answer a ticket the receiver don't get this mail.   I try this with my own office 365 email account or the standard from freshdesk.  Both don't will send any answers.  I try to add a txt file to my domain (dns) withoust succes.  Configuring an office 365 email account wouldn't save.  My creditals are ok. (garden trial)  Have you any suggestions?  I am very thankfull to your answers!
(sorry my English not very well)

thanks Luc

N
Community Debut

Hello Mark and Luc,


Apologies for not having been active in this discussion.


I believe your queries are all resolved at the moment. Yet to reiterate when you are using your custom mail server only for outgoing emails ( SMTP) and the regular forwarding for incoming, you can use the forwarding address that is generated for your support email address before clicking on the option for custom mail server.


@Luc I believe there was a block in your outgoing email settings because of which you were unable to verify your support email address and that you were using the default freshdesk address instead of the corresponding long forwarding address generated while configuring the forwarding.


Please keep sharing your valuable ideas and suggestions with us and reach out to us at support@freshdesk.com for any other queries or issues.


Cheers!

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