We have had it happen a handfull time that a customer would contact us via some other channel and say that they sent an email but we never responded. Then, when we check the tickets, there’s no trace of anything from that person.
We are using GSuite email with a custom support email and forwarding set up to Freshdesk. We get plenty of tickets so the system is working and the set up is correct. But why would only some emails never make it to tickets and be lost in space?
Best answer by Keer
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