If I e-mail directly to the custom Freshdesk support address from my work account no ticket is created.
Default Support e-mail: email@example.com
Freshdesk support e-mail: firstname.lastname@example.org
My e-mail is an alias for email@example.com. I'm wondering if that's causing an issue? It's a pain because often I want to forward e-mails I get in order to create tickets and I can't. I have to copy the content of the e-mail and create the ticket from the Freshdesk site.
Like I said, I can create tickets from any other e-mail account, just not my account which is an alias for the Support address