Connecting Customer email to FreshDesk

Home » Connecting Customer email to FreshDesk

THIS DOCUMENT IS ARCHIVED

UPDATED VERSION IS HERE: https://docs.google.com/document/d/1Cz8Q2veyxZJ_O_Fy360yoUZ-CSTWtie-/edit

Connecting Customer Domain Email to FreshDesk.com Via Cpanel

1: Forward Customer Email address to freshdesk.com

Open Freshdesk
Go to Admin>Email
Click new support email
Name = Name displayed in the email (e.g Arcy Art)
Your support email = the email address to be forwarded (e.g [email protected])
Leave the rest
Mail server = default > Save
Click Email Setting and choose verify on new email address to get the fresh desk address (e.g [email protected])
Go to cpanel login
To make a catch all email, click default address
Send all unrouted (e.g arcyart.com)
Forward to email address (insert customer email address e.g [email protected])
Go to Fresh Desk and Click Email Setting and choose verify on new email address
Copy the fresh desk address (e.g [email protected])
Click Next (needed for later, the verification may take some time, although sometimes instant)
Go To forwarders
Add forwarder example below…
Address to forward: info
Domain: arcyart.com
Destination: Forward to email address (use the newly created fresh desk email address)
E.g [email protected]
Click Add Forwarder

Go to “Zone Editor” in Cpanel
Click Manage
Find TXT record, click edit (Look for something like v=spf1 include:relay.mailchannels.net ~all)
Click “Edit”
Add to TXT record “include:email.freshdesk.com”
E.g. v=spf1 include:relay.mailchannels.net include:email.freshdesk.com ~all
Save Record

Handy Article

Once email is verified in Fresh Desk you can add your DKIM records

Open Freshdesk
Go to Admin>Email
Click Advanced settings>Configure DKIM
Choose your domain (e.g arcyart.com) to reveal the CNAME Records
Go Back to “Zone Editor” in Cpanel
Click +CNAME Record
Name (Cpanel) = Host Value (FreshDesk)
CNAME (Cpanel) = Data (FreshDesk)
e.g In Cpanel
Name
grzge._domainkey.arcyart.com
CNAME
wl622559s1.domainkey.freshemail.io
Add the remaining CNAME Records
Click mange in Cpanel to check they have been added, they should be down the bottom
Go back to DKM settings in Fresh Desk and click verify (the verification may take some time, although sometimes instant)

i.e Send to the domain email from a different email, and then reply from within freshdesk

Send a new email to regular customer email address (e.g [email protected])
Check Fresh desk “Tickets” to see if it has been received
If received send a reply
Check the senders email, if received, check that the responders email address is the correct email (e.g [email protected]) and the email doesn’t say “Via Freshdesk”
If a Catch All Email has been created, send a second email with any random word before the @domain (e.g [email protected])
Repeat previous steps for checking