In this article:
The email sync feature syncs emails from the mailbox to Freshsuccess based on the mailbox connection setup. Alternatively, the Freshsuccess’ 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 Freshsuccess 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 Freshsuccess.
Note: You do not need to use the Bcc feature when sending messages from within Freshsuccess.
How Does It Work?
Freshsuccess receives any email message you Bcc with your org-specific Freshsuccess Bcc address.
Freshsuccess 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 Freshsuccess, 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 Freshsuccess 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 Freshsuccess 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 Freshsuccess. To capture replies, enable the auto-forwarding feature in your email client to automatically send incoming messages to your org-specific Freshsuccess Bcc email. This will send all incoming messages to Freshsuccess, and any message with a matching "To", "From", "Cc" contacts will be associated with their respective accounts.
Please inform [email protected] to get your verification link for the auto-forwarding setup.
Forwarded Emails
Freshsuccess 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 Freshsuccess.
Filtering Freshsuccess Users
In some situations, a Freshsuccess User may be a contact/user under a customer account.
As a result, Bcc'ed emails from this Freshsuccess User will be associated with the account where the Freshsuccess User is also a contact. For example, let's say Freshsuccess User is a contact for Account X. When Freshsuccess User sends a message to Account Y, that same message will also appear under Account X. Remember, this is because Freshsuccess 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 Freshsuccess Users from Bcc emails.
Common Examples
Account: ACME
Bob ([email protected])
Kate ([email protected])
Example 1: Message to Customer Contact
FROM: [email protected]
CC:
BCC: {org-specific Freshsuccess Bcc email address}
Result → Message will be associated with ACME account.
Example 2: Message with CC to Customer Contact
FROM: [email protected]
BCC: {org-specific Freshsuccess Bcc email address}
Result → Message will be associated with ACME account.
Example 3: Forwarded Message
FROM: [email protected]
CC:
BCC: {org-specific Freshsuccess Bcc email address}
Result → Message will NOT be associated with any account.
Unfiltered Freshsuccess User
Account: ACME
Bob ([email protected])
Kate ([email protected])
Account: BOARDLY
Freshsuccess User ([email protected])
John ([email protected])
Example 4: Message to Customer Contact
FROM: [email protected]
CC:
BCC: {org-specific Freshsuccess Bcc email address}
Result → Message will be associated with ACME account and BOARDLY account.
Example 5: Message to Other Contact
FROM: [email protected]
CC:
BCC: {org-specific Freshsuccess Bcc email address}
Result → Message will be associated with BOARDLY account.
Filtered Freshsuccess User
Account: ACME
Bob ([email protected])
Kate ([email protected])
Account: BOARDLY
Freshsuccess User ([email protected])
John ([email protected])
Example 6: Message to Customer Contact
FROM: [email protected]
CC:
BCC: {org-specific Freshsuccess Bcc email address}
Result → Message will be associated with ACME account.