Last updated: 2026-01-21
Adding multiple support emails to Freshdesk
When your company has multiple emails and different points of contacts for your customers to reach out to, it can get difficult to keep track of all the requests coming in. For _example_, in addition to your support email, you might also have a sales contact or an information alias that is shown to your users.
How to add multiple support emails to your helpdesk
``` Note:
You can add multiple support emails from the Growth plan only. However, if you are on the Freshdesk Free program, you can add one email.
Only if the support email is verified can you use it for outgoing emails from your helpdesk, and tickets will be assigned to the mapped groups as expected. ```
Once you're done adding your support email, make sure you set up a forwarding rule from your support mailbox to Freshdesk only if you're using default Freshdesk servers as an email server option. For every new email you add, Freshdesk gives you a different forwarding address so you don't have to worry about your emails getting mixed up. Going forward, you can use this support email when you send out replies to your customers.
Here is a quick video on setting up your Forwarding rules in Freshdesk (only for Default Freshdesk Serve r)
How to Troubleshoot Issues while setting up Forwarding Rules in Freshdesk. - YouTube
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How to Troubleshoot Issues while setting up Forwarding Rules in Freshdesk. Academy Freshworks
Academy Freshworks8.99K subscribers
``` Note:
The From address would be picked up automatically on the ticket replies based on the To email address to which the ticket was raised. For example, if a ticket was raised to one of your support email addresses 'support@yourcompany.com', then the From address while replying to the ticket would be 'support@yourcompany.com' by default.
In case you would like to customize the From email used on the ticket replies based on certain conditions, you can make use of Customize From Email Address app to suffice your usecase. Article for help. ```
When you have multiple support emails, you can mark a specific support email as global primary under Admin > Channels > Email (indicated by golden star
). The reply emails from Freshdesk will automatically use this primary support email when tickets are created through channels other than Email.
Similarly, when you have multiple product-specific support emails configured, you can mark a specific product support email as primary, and this support email will be used for emails sent on other channel-sourced tickets.
``` Note: Multiple products feature is available from the Pro/Estate plan. Every product configured should have a unique support email associated with it. You can learn more about multiple products support in Freshdesk here. ```
To delete a support email, you can click on the _'delete'_ button next to it under Admin > Emails. If you are looking to do this for a primary support email,