In this article:
The email sync feature syncs emails from the mailbox to Freshdesk Customer Success based on the mailbox connection setup. Alternatively, the Freshdesk Customer Success’ Bcc email feature allows you to capture email messages from Gmail, Outlook, or other email clients, directly in Freshdesk Customer Succes using the org-specific BCC address.
Getting Started
To use this feature, first, obtain your org-specific Freshdesk Customer Success Bcc address under IT Administration > Source Overview. Then, simply Bcc your org-specific address on any email message that you’d like to capture in Freshdesk Customer Success.
Note: You do not need to use the Bcc feature when sending messages from within Freshdesk Customer Success.
How Does It Work?
Freshdesk Customer Success receives any email message you Bcc with your org-specific Freshdesk Customer Success Bcc address.
Freshdesk Customer Success associates these email messages with accounts based on the "To", "From", and "Cc" addresses found in the message.
If the "To", "From", or "Cc" addresses match a CRM contact/Product User in Freshdesk Customer Success, the message will be associated with that contact's account. If the "To", "From", or "Cc" match contacts in multiple accounts, the message will be associated with each account.
Typically, Bcc emails will appear in Freshdesk Customer Success within 10-15 mins.
Viewing Bcc Emails
Your Bcc emails can be viewed in:
Account Details > Timeline tab (single account).
Conversations > Timeline page (multiple accounts).
Considerations
Automatically Bcc Recipients
Some email clients offer an auto-Bcc feature that you can use to automatically include your org-specific Freshdesk Customer Success Bcc address on every message you send. There are also several third-party plugins available that can help you automate your Bcc process.
Capturing Replies
The Bcc email feature only captures messages you send, and each message is recorded as a separate interaction in Freshdesk Customer Success. To capture replies, enable the auto-forwarding feature in your email client to automatically send incoming messages to your org-specific Freshdesk Customer Success Bcc email. This will send all incoming messages to Freshdesk Customer Success, and any message with a matching "To", "From", "Cc" contacts will be associated with their respective accounts.
Please inform support@freshsuccess.com to get your verification link for the auto-forwarding setup.
Forwarded Emails
Freshdesk Customer Success evaluates the latest "To", "From", and "Cc" addresses in a message -- not the original recipients. When a message is forwarded, only the current "To", "From", and "Cc" addresses will be used to match an account's contact in Freshdesk Customer Success.
Filtering Freshdesk Customer Success Users
In some situations, a Freshdesk Customer Success User may be a contact/user under a customer account.
As a result, Bcc'ed emails from this Freshdesk Customer Success User will be associated with the account where the Freshdesk Customer Success User is also a contact. For example, let's say Freshdesk Customer Success User is a contact for Account X. When Freshdesk Customer Success User sends a message to Account Y, that same message will also appear under Account X. Remember, this is because Freshdesk Customer Success User is listed as a contact for Account X.
To avoid this, simply tell us the specific domain (e.g. yourcompanydomain.com) that we should use to filter out Freshdesk Customer Success Users from Bcc emails.
Common Examples
Account: ACME
Bob (bob@acme.com)
Kate (kate@acme.com)
Example 1: Message to Customer Contact
TO: bob@acme.com
FROM: csm@vendor.com
CC:
BCC: {org-specific Freshdesk Customer Success Bcc email address}
Result → Message will be associated with ACME account.
Example 2: Message with CC to Customer Contact
TO: colleague@vendor.com
FROM: csm@vendor.com
CC: bob@acme.com
BCC: {org-specific Freshdesk Customer Success Bcc email address}
Result → Message will be associated with ACME account.
Example 3: Forwarded Message
TO: boss@vendor.com
FROM: csm@vendor.com
CC:
BCC: {org-specific Freshdesk Customer Success Bcc email address}
Result → Message will NOT be associated with any account.
Unfiltered Freshdesk Customer Success User
Account: ACME
Bob (bob@acme.com)
Kate (kate@acme.com)
Account: BOARDLY
Freshdesk Customer Success User (csm@vendor.com)
John (john@boardly.com)
Example 4: Message to Customer Contact
TO: bob@acme.com
FROM: csm@vendor.com
CC:
BCC: {org-specific Freshdesk Customer Success Bcc email address}
Result → Message will be associated with ACME account and BOARDLY account.
Example 5: Message to Other Contact
TO: parker@beta.org
FROM: csm@vendor.com
CC:
BCC: {org-specific Freshdesk Customer Success Bcc email address}
Result → Message will be associated with BOARDLY account.
Filtered Freshdesk Customer Success User
Account: ACME
Bob (bob@acme.com)
Kate (kate@acme.com)
Account: BOARDLY
Freshdesk Customer Success User (csm@vendor.com)
John (john@boardly.com)
Example 6: Message to Customer Contact
TO: bob@acme.com
FROM: csm@vendor.com
CC:
BCC: {org-specific Freshdesk Customer Success Bcc email address}
Result → Message will be associated with ACME account.
