Apologies if this has already been answered, I searched the forum and was not able to find this scenario.
We have setup automated Requester Email notifications for new tickets, and the notifications work perfectly if a new email is sent directly to our Freshdesk email (e.g. email@example.com), but we do not receive the Requester email notifications if our email (firstname.lastname@example.org) is a member of an email group. We have a group email box (e.g. email@example.com) that includes multiple people, including firstname.lastname@example.org, and we are not receiving automated Requester notifications when our Freshdesk email is a member of the group. Any ideas?