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External mails are not imported

  • 11 March 2024
  • 5 replies
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Hello, 

We are busy with the implementation of Freshservice, we have a lot of external parties who are mailing our helpdesk as well. 

 

For example; our mail domain is @google.com (Just and example), so our helpdesk mailbox is: helpdesk@google.com. if an external sends us a email to helpdesk@google.com the mail is not imported. So Johndoe@yahoo.com sends a mail to helpdesk@google.com we receive the mail in our inbox but not in fresh / the helpdesk queue. 

 

Is it possible to import external mails somehow? 

 

Mike.

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Best answer by eeha0120 12 March 2024, 15:33

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eeha0120
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Hi.

You may be missing setting that up.

You may go to Admin - Channels - Email Settings and Mailboxes.

There, you’ll find the email address you need to forward your incoming mails.

In the helpdesk@google.com, you need to create a mail rule to forward incomings emails to the address listed in “Forwarded to”.

If you’re actually working with Google Workspace, you may check this:

Forward Gmail emails to another user - Google Workspace Admin Help

 

Hope this helps.

 

Regards,

Elvis Henriquez
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Hi Elvis, 

 

Thank you so much for your response, we have configured the Email settings, we are using our own mail server via exchange online. the mails from our domain are received and raised in Freshservice, the same for external mails from users with a requesters profile. 

It looks like that there must be a requester linked to the mail address.. 

 

Mike. 

eeha0120
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Userlevel 6
Badge +11

Hi Elvis, 

 

Thank you so much for your response, we have configured the Email settings, we are using our own mail server via exchange online. the mails from our domain are received and raised in Freshservice, the same for external mails from users with a requesters profile. 

It looks like that there must be a requester linked to the mail address.. 

 

Mike. 

Hi.

Thanks for the additional details.

There should not be need to have a requester for that to work.

Do you have any Outbound solution? Like an Anti-spam which may be analyzing outbound M365 emails? Or some smarthost / relay?

 

Elvis Henriquez
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Hi Elvis, 

 

Thank you so much for you help. One of our admins enabled the:

Email Domain Restriction

  • Who can log in (or) sign up (or) create tickets? 

 

And set it to “Users from specified domains (includes existing contacts)”

 

Your reply was the trigger for me to check these kind of settings. 

 

Thanks again! 

Mike. 

eeha0120
Rank
Userlevel 6
Badge +11

 Hi Elvis, 

 

Thank you so much for you help. One of our admins enabled the:

Email Domain Restriction

  • Who can log in (or) sign up (or) create tickets? 

 

And set it to “Users from specified domains (includes existing contacts)”

 

Your reply was the trigger for me to check these kind of settings. 

 

Thanks again! 

Mike. 

Glad I could help.

Thanks for sharing.

 

Regards,

Elvis Henriquez

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