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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

TABLE OF CONTENTS

1: Forward Customer Email address to freshdesk.com

2: Add SPF records

3: Add DKIM records

4: Testing phase

STEP BY STEP VIDEO TUTORIAL! 🙂 

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

2: Add SPF records

  • 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

https://support.freshdesk.com/support/solutions/articles/43170-creating-an-spf-record-to-ensure-proper-email-delivery

3: Add DKIM records

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)

4: Testing phase

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