TABLE OF CONTENTS


There is a three-step process of setting up the forwarding and activating the address,


  1. Copy and paste the long forwarding address into the respective mailbox 
  2. An activation code will be sent to the long forwarding address which will be created as a ticket in the account - in the case of Gmail, a ticket will be created with forwarding-noreply@google.com as the requester. 
  3. Also, the activation code will be prefilled in the verification window 
  4. To verify the setup, a test email is sent to the support email address from rachel@freshdesk.com which is in turn created as a ticket and verification is complete


Verification process needs to be completed within 30minutes of adding the support email address in Freshdesk, otherwise verification fails. We need to try the force reauthorisation technique.


Some customers might have deleted the contact rachel@freshdesk.com which could also be the reason why verification fails. Restore the contact and proceed with the steps again.



Force reauthorization(Default Freshdesk Server)

  1. Click on verify and choose "skip this step" 

  2. If the forwarding setup at the mailbox is done properly, a ticket will be created in Freshdesk with rachel@freshdesk.com as a contact and the support email will be verified.
  3. If the above step fails, drop an email directly to the long forwarding address.
  4. Edit the requester of the requester to rachel@freshdesk.com
  5. Verification should be complete.



Custom mail server verification process


  1. As soon as the custom mail server setup is complete, click on the verify button from under admin>>emails.
  2. An email will be sent from Freshdesk server to the custom mailbox which will be in turn created as a ticket in Freshdesk and the email will look like as below, 
  3. Clicking on the URL will automatically verify the support email address.
  4. Or search for the logs in Haystack based on the pod details available in Freshops using this query - Sending activation instructions for email_config - emailaddresstobeverified 
  5. If there are no hits in logs, search in Sumologic if the activation email is triggered with the support email address as a search query in sumologic 
  6. If there are no hits in Sumologic as well, please check with L2.

       7. We can also copy and paste the link from logs to verify the support email address.