We have been testing and found that when an e-mail comes from a non-customer using a domain that has not yet been entered in our system, the e-mail does not open a ticket.
Is there a spam filter for our FreshDesk technical support mailbox that we can access?
First off, I'm sorry for the late reply. You've probably figured out the answer by now but I thought I'd put it out there anyway (just in case). You can look at the tickets that have been marked as spam (usually the ones from an email address that is not entered in your books as a contact) by setting the filter as "Spam" (the default is "My New& Open Tickets") in the tickets page.