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Emails not forwarding to freshdesk as tickets

  • October 13, 2020
  • 1 reply
  • 151 views
O
Apprentice
This is happening when the "from" email is the same as the email we have linked with our FD account. We have set up all our online orders to come in to outlook 365 inbox via our own "from" email. All those emails are not transferring to FD as a result Our account admin wasn't able to provide a solution.
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    1 reply

    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • October 14, 2020

    Hello,


    As per the product behavior, ticket creation will be prevented by default if the "from" and "to" address is one and the same support email address. This is to prevent a loop resulting in an infinite amount of tickets. Please consider changing the from address when forwarding the email to Freshdesk.


    Feel free to write to support@freshdesk.com in case of any further queries. Cheers. :)

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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