We’ve been emailing invoices to our customers with a from address of our accounting team, and a cc address of our accounting team for the past 10 years. Reason being we want the accounting team to get a copy of the invoice as well as to receive any response from our customers.
To: customer@xyz.com
From: accounting@us.com
We decided it would be better if our accounting team started to use Freshdesk so we change their email address to route to Freshdesk, but our email invoices didn’t create a case. Freshdesk support told us it’s because having the to address(actually it’s cc) and from address the same that it would create a loop so they detect and block case creation.... The explanation seems illogical, but regardless we can’t change how Freshdesk works…
Is there a way to accomplish what we want(create a case for invoices emailed to customers, and if the customer responds the response routes to the Freshdesk case) via sending an email or are we forced to use their APIs to accomplish this?
