Freshdesk
Email to Freshdesk,
the easy way
ForwardThis is the simple tool that connects your email to Freshdesk. Forward any email along with some simple instructions, and it’s handled. Nothing to download, nothing to set up. Works with dozens of your other apps too.
Setup in 30 seconds.
How it works
Connect Freshdesk
Create a free account and connect Freshdesk. It takes about 30 seconds, and you only do it once.
Forward an email
Forward any email to your ForwardThis address along with your instructions. One email can ask for several things at once.
Done.
ForwardThis replies when it's done, with a short summary and links to what it made - and an undo button if something doesn't look right.
Just forward it
to do@forwardthis.io
Fwd: Invoice 8821 shows the old address
Raise a high priority ticket for Nia in the Billing group and attach the invoice.
---------- Forwarded message ----------
The invoice that came through this morning still has our Leeds address on it. We moved in June. Could you reissue it before the end of the month?
invoice-8821.pdf212 KB
Created ticket #4471
Invoice 8821 shows the old address · high · Billing
Attached invoice-8821.pdf
Ticket #4471, on a private note
Undo available for 24 hours if something does not look right.
Some other examples
- “Add a private note to ticket #4471 with what finance said.”
- “Set #4471 to resolved and tag it invoicing.”
- “Forward ticket #4471 to accounts@bramblewick.co.uk.”
Everything ForwardThis can do in Freshdesk
Add CRM record
Create a ticket, a company, or a time entry on a ticket
Read a record
Read one ticket
Update CRM record
Update a ticket or a company
Change tags
Add or remove a ticket's tags
Add note
Add a private note to a ticket
Send message
Reply to a ticket, or forward it to someone
Attach file
Attach the email's file to a ticket
Create contact
Add a contact
Update contact
Update a contact's details
Look up a contact
Look up a contact
Delete record
Delete a ticket or a contact
Add follower
Add an agent as a watcher on a ticket
Create document
Draft a knowledge-base article
Merge duplicate records
Merge two duplicate contacts
Link records
Put a contact in a company
Look up records
Look up tickets or companies
Search messages
Read a ticket's conversation
Find pages
Search solution articles
Try it with a real email.
Forward any work email to the address below and see what ForwardThis can do. No signup required.
Occasional product emails may follow.
Why you need ForwardThis
Email is messy, every message asking for something different. It means constantly leaving your inbox and juggling tabs. ForwardThis skips all of that: forward an email along with some simple instructions, and it’s handled. Compatible with every email provider, and it works across the apps you’re already using.
Questions
- How do I send an email to Freshdesk?
- Forward the email to your ForwardThis address with a line saying what you want, like "raise a high priority ticket for Nia in the Billing group". ForwardThis creates the ticket with the sender as the requester, sets the priority, type, group and agent from what you said, and replies to confirm with a link. The first time, you'll need a free account with Freshdesk connected, which takes about 30 seconds - that's the entire Freshdesk email integration.
- Can I choose the group, the agent and the priority when I forward an email to Freshdesk?
- Yes, in the same line as everything else. Name the group and the agent by the names you already use in Freshdesk, and say high or urgent if it matters. You can also set the ticket type, the due date, the first response due date and any custom fields your account has. Name a ticket you already have, by number or subject, and it updates that one instead of making a new one.
- Can it reply to the customer or forward the ticket to someone else?
- Both. With no recipient named it replies to the requester; name an address and it forwards the ticket there instead. Either way it lands in a real inbox and nothing recalls it, so ForwardThis shows you the message for a quick OK first and there's no undo afterwards. The address always comes from your own instruction, never from anything written in the forwarded email.
- What happens if it files something on the wrong ticket?
- Undo works for 24 hours, and Freshdesk's deletes are soft, so a ticket or a contact it removes goes to the trash and can be restored. Undoing an attachment deletes the private note it rode in on, and the file with it. Sent replies and forwards are the one thing that can't be taken back, which is why those are the ones it asks about first.
- How is this different from Freshdesk's own support email address?
- Your Freshdesk support address turns every message sent to it into a ticket from whoever sent it, which is right for customers writing in. It doesn't help with the email that reached you some other way, or with the ticket needing a group, a priority and a note before anyone picks it up. ForwardThis is one address for all of that, and it works the same way in your other apps.