Freshdesk

Introduction

This manual explains how to email securely with Freshdesk by sending and receiving ZIVVER messages.

Freshdesk offers a solution for customer support. Incoming emails, feedback, chat and calls are converted into tickets which are picked up and responded to by agents.

Sending secure messages

When an agent replies to a ticket, Freshdesk sends out an email to the customer. When required this reply can be sent securely with ZIVVER. There are two ways in which messages can be sent securely from Freshdesk. In both scenarios the email server of Freshdesk is not used.

Scenario 1
You connect Freshdesk directly with the ZIVVER email server.
Connect Fresdesk directly with the ZIVVER email server if you want all outgoing messages to be sent securely.
Connect Freshdesk directly with the ZIVVER email server

Scenario 2
You connect Freshdesk with your own email server.
Connect Freshdesk with you own email server if you want to select which type of messages are sent securely and which are not.
Connect Freshdesk with your own email server

Connect Freshdesk directly with the ZIVVER email server

In this scenario, you will not use the email server provided by Freshdesk. Instead you use an SMTP connection to connect Freshdesk to the ZIVVER email server.

With ZIVVER Mail Submission functionality you can connect Freshdesk to ZIVVER via an SMTP connection. This means that Freshdesk will deliver all outgoing messages to the ZIVVER SMTP server. ZIVVER will deliver the message securely to the recipients.

After the message is delivered by Freshdesk to the ZIVVER SMTP server, the message is picked up by the ZIVVER backend and is encrypted. The recipients receive a ZIVVER notification message which allows them to read the message in the secure ZIVVER environment.

The sections below explain how to set up Mail Submission in both ZIVVER and Freshdesk to enable sending secure messages directly from Freshdesk.

Configure Mail Submission in ZIVVER

You will need to generate SMTP credentials in ZIVVER, which are used by Freshdesk to authenticate with smtp.zivver.com.

You need to be an administrator in ZIVVER to generate these credentials.
  1. Log in to the WebApp as admin.
  2. Go to Mail Submission.
  3. Click GENERATE.
  4. Add a description.
    For example Freshdesk
  5. Click GENERATE.
    The SMTP credentials are now shown. You will need the SMTP credentials in the next section.

    The SMTP credentials are shown only once. Save the SMTP credentials immediately.
  6. Click Close.

Configure Mail Submission in Freshdesk

Add or change the email server used by Freshdesk for outgoing emails to use ZIVVER. After the changes listed below, all messages are sent securely via ZIVVER.

You need to have a separate mail server set up to receive message in Freshdesk.
  1. Log in to your Freshdesk support portal as an administrator.
  2. Go to the Admin tab.
  3. Click the Email icon.
  4. If you need to create your first mailbox, then click the New support email button. Otherwise click the Edit button next to the mailbox for which you want to use the ZIVVER SMTP server.
  5. Enter the email address used in the field Your support email.
    Make sure that a ZIVVER account exists for this email address that is member of your ZIVVER organisation. If a ZIVVER account exists, you can find it on your organisations’ account page.
  6. For Mail Server select the option Use your own mail server.
  7. For Email System select the option Other.
  8. For Use mail server for select the option Outgoing only.
  9. For the field Outgoing Mail Server enter smtp.zivver.com with port 587.
  10. Enable the option Use SSL/TLS.
  11. For Authentication select the option Plain.
  12. For User name enter the SMTP user name as generated in ZIVVER.

    Do not enter the email address of a ZIVVER account. Use your SMTP credentials to send messages via ZIVVER with Mail Submission. Fill in your SMTP user name, not the email address of your ZIVVER account.
  13. For Password enter the SMTP password as generated in ZIVVER.

    Do not enter the password of a ZIVVER account. Use your SMTP credentials to send messages via ZIVVER with Mail Submission. Fill in your SMTP password, not the password of your ZIVVER account.
  14. Click Save.
    Freshdesk will now use the ZIVVER SMTP Server to send all messages securely.

Connect Freshdesk with your own email server

This chapter explains how to configure an Exchange Send Connector and Mail Flow Rule. The Send Connector is used to connect Exchange on-premise with smtp.zivver.com. A Mail Flow Rule is used to filter messages. This filter allows you to send certain messages securely via ZIVVER and all other messages are sent as normal email.

If you connect Fresdesk with your own email server, you can’t use the email server provided by Freshdesk. Instead Freshdesk will use the email server of your organisation, for example Microsoft Exchange on-premise. This allows you to filter all outgoing messages and only send specific messages securely via ZIVVER. For example, you only want tickets with the subject Identity check to be sent securely.

The example of Identity check is used throughout this manual. If you want to filter on other subjects, then use a different subject identifier.

Configure Exchange Send Connector

Follow the steps below to set up a SMTP connection in Exchange on-premise with smtp.zivver.com:

  1. Go to the Exchange Administrative Center (EAC).
    The URL format is: https:///ecp
  2. Log in to EAC as an admin.
  3. Go to Mail flow in the menu on the left.
  4. Go to Send connectors.
  5. Click Add.
  6. Enter a descriptive name for the Send Connector.
    For example ZIVVER.
  7. For Type select the option Internet.
  8. Click Next.
  9. Select Route mail through smart hosts.
  10. Click Add.
  11. Enter smtp.zivver.com as FQDN.
  12. Click Save.
  13. Click Next.
  14. Select Basic authentication.
  15. Enable the option Offer basic authentication only after starting TLS.
  16. For User name enter the SMTP user name as generated in ZIVVER.

    Do not enter the email address of a ZIVVER account.
  17. For Password enter the SMTP password as generated in ZIVVER.

    Do not enter the password of a ZIVVER account.
  18. Click Next.

  19. Click Add.

  20. Select SMTP.

  21. Enter * as FQDN.

  22. Add 1 for costs.

  23. Click Save.

  24. Click Add.

  25. Select a mail server.

  26. Click OK.

  27. Click Validate.
    The Send Connector is configured. The next section explains how to configure a Mail Flow Rule to filter messages and route them through the Send Connector.

Configure a Mail Flow Rule

Create a Mail Flow Rule in Exchange to filter messages based on the subject and route them to the Send Connector you created in the previous section.

  1. Go to the Exchange Administrative Center (EAC).
    The URL format is: https:///ecp
  2. Login to EAC as an admin.
  3. Go to Mail flow in the menu on the left.
  4. Go to Rules.
  5. Click Add.
  6. Click Create a new rule.
  7. Enter a descriptive name for the Mail Flow Rule.
    For example Send Identity Checks via ZIVVER.
  8. Click More option….
  9. For Apply this rule if… select the option The subject or body… and then the option subject or body includes any of these words.
  10. Enter Identity Check.

    “Identity Check” is an example. You can use any words to filter on.
  11. Click OK.

  12. For Do the following select the option Redirect the message to and then the option the following connector.

  13. Select the Send Connector that you created in the previous section.

  14. Click OK.

  15. For Choose a mode for this rule: select the option Enforce.

  16. Select Defer the message if rule processing doesn’t complete.

    If you enable this option, sending a message will be postponed until the rule processing is completed.
  17. Click Save.

  18. Check if the added rule has the right priority in accordance with existing rules. Make changes when required.

  19. Enable the rule by selecting on.
    The Mail Flow Rule is now enabled and all messages that contain “Identity Check” in the subject will be sent via ZIVVER.

Receiving secure messages

To be able to read the ZIVVER message directly in Freshdesk, you need a ZIVVER client in Freshdesk because the message is encrypted. Currently there is no ZIVVER client available for Freshdesk and received ZIVVER messages in Freshdesk can be read and replied to in the ZIVVER WebApp. However, you will receive ZIVVER messages in Freshdesk. For example when a customer uses ZIVVER to send you a secure message, or when a customer replies to a secure message sent out by one of your agents.

A Freshdesk user can read and reply to a secure message in the ZIVVER WebApp simply by clicking the blue button that says Click for message. Make sure that the email address used in Freshdesk has a corresponding functional ZIVVER account. The users should have delegated access to this functional account from their personal ZIVVER accounts.

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