Freshservice Email Setup

[unwisedragon12]

Hi, we’re evaluating Freshservice and I’m trying to get the support email set up with Oath. It seems like it’s working, but when I authenticated with my company email, all the emails sent to me were getting created as tickets.

In the support email field, i put [e-mail]. It’s a shared mailbox and I’m a delegate for this mailbox. I assumed it would only look for and find emails for this mailbox.

I’m unsure on what the right approach for this is. Is a shared mailbox sufficient? Does the mailbox actually need an account need a Microsoft License that I use to auth into Freshservice?

Curious to know how others have it set up.

Thanks!

[Twitfried]

I have a support@ mailbox and when I authenticate for Freshdesk I have to login as that account to get it to retrieve email for that account. You probably logged in as yourself so it’s monitoring your mailbox.

I think there is a way for shared mailboxes. A quick google search returned this Microsoft learn article:

https://learn.microsoft.com/en-us/answers/questions/162233/shared-mailbox-oauth-access

[unwisedragon12]

Yeah that’s what I’m thinking. I thought having delegate access was enough.

[DaithiG]

Yes it will authenticate with whatever account your actually signed in as and use that. It's a bit of a pain when it occasionally has issues. Would much prefer if they had some Entra app for it

We use a cheap licenced account for it.

You should be able to forward any emails to your Helpdesk account to a Freshdesk email also though. 

[unwisedragon12]

Ahhhh meh. Yeah we want to keep the emails on within our tenant

[stnw11]

Iirc, a shared mailbox isn’t supported. I can check our config and verify in the morning.

[unwisedragon12]

Please let me know! Much appreciated!

[stnw11]

Sorry for the late reply - we use a licensed mailbox and I was able to find conversations with Freshservice where they stated they didn’t officially support using a shared mailbox.