Freshservice presents a simple solution of bringing the emails in your mailbox into freshservice as tickets, so that agents in your portal could work on them from within the tickets tab itself.
In order to achieve this, please navigate to Admin-->Support Channels-->Email and enter your support email address by clicking on "New service desk Email". Kindly note that a "Forwarded To" address would be generated, using which you would have to setup a Forwarding Rule from within the Settings Tab of your support mailbox.
Furthermore, each support email address can be assigned to a group as per your preferences and workflow.
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