If I e-mail directly to the custom Freshdesk support address from my work account no ticket is created.

Default Support e-mail: support@mywork.com

Freshdesk support e-mail: mywork_support@telesure.freshdesk.com

My e-mail is an alias for support@mywork.com. I'm wondering if that's causing an issue? It's a pain because often I want to forward e-mails I get in order to create tickets and I can't. I have to copy the content of the e-mail and create the ticket from the Freshdesk site.

Like I said, I can create tickets from any other e-mail account, just not my account which is an alias for the Support address