Read Email Sync Overview.


If you are a CSM, request your Admins to configure this feature and provide you access. Once access is granted, follow these steps to configure Email Sync.


Enabling Gmail IMAP settings

If you are using Gmail as your inbox, then in order to sync it with Freshdesk Customer Success, enable IMAP on Gmail. To enable these settings, follow these steps:


In a browser tab, log in to your Gmail account.


  1. Click on Settings → See all settings.

  1. Click on the Forwarding and POP/IMAP tab.

  1. Under the IMAP Access section, click on the Enable IMAP radio button.

  2. Click on Save Changes.

  3. Congratulations! Your IMAP settings have been enabled and you can begin the sync process in Freshdesk Customer Success.

Connecting your Gmail to Freshdesk Customer Success and syncing via Google Authentication 

Sync your Google account with Freshdesk Customer Success by using Google's secure authentication process by following these steps:


  1. Sign in to your Freshdesk Customer Success instance.

  2. Click on your Profile icon on the top-right corner and select My settings.


  1. Click on Connect your gmail account button under the Email sync tab. 

Note: This button will be seen only once the email server has been enabled/configured by the admin. Only then, will the CSM on navigating to My settings will see the Email Sync tab along with the button corresponding to the email server that was configured by the Admin.

  1. Click on Save

  1. Select the account associated with your Freshdesk Customer Success instance.


  1. Click Allow

Note: Though permissions for reading, composing, sending, and deleting emails are requested, Freshdesk Customer Success only uses the read permission. In the next release, this is being fixed and only the read permission will be explicitly requested.

  1. If the Gmail mailbox connection is successful, then you should see a ‘Connected’ icon below the email address as shown below.

Else, an error message will be displayed. Click on Retry to validate the mailbox again. Failing which, click on Reauthorize to go through the process again.


Syncing Outlook with Freshdesk Customer Success

Sync your Outlook account with Freshdesk Customer Success by following these steps:


  1. Sign in to your Freshdesk Customer Success instance.

  2. Click on your Profile icon on the top-right corner and select My settings.


  1. Click on the Connect your Outlook account button under the Email sync tab.

Note: This button will be seen only once the email server has been enabled/configured by the admin. Only then, will the CSM on navigating to My settings will see the Email sync tab along with the button corresponding to the email server that was configured by the Admin.

  1. Click on Save


  1. Select the email account associated with your Freshdesk Customer Success instance and click Accept.

  1. Congratulations! Your mailbox is now connected.  

If there were issues during mailbox validation or integration, then a failure indicator along with Retry, Reauthorize and Remove options are displayed. Reauthorize will re-trigger the above flow.


Syncing Custom Mail Server (IMAP) with Freshdesk Customer Success

Sync your own custom email server with Freshdesk Customer Success by following these steps:


  1. Sign in to your Freshsuccess instance.

  2. Click on your Profile icon on the top-right corner and select My settings.


  1. Click on Connect your mail account button under the Email Sync tab.

Note: This button will be seen only once the email server has been enabled/configured by the Admin. Only then, will the CSM on navigating to My settings will see the Email Sync tab along with the button corresponding to the email server that was configured by the Admin.

  1. In the sliding window, enter the password of the linked email address and click Connect

  1. If the mailbox connection is successful, then you should see a ‘Connected’ icon as shown below. 

If there’s an error connecting to the mailbox, an error message will be shown.