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.
Best answer by eeha0120
mike.rietveld wrote:
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?
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..
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?
