Emails from Prestashop don't get into Freshdesk

 We use a Prestashop and want to have messages from the shop (like orders) to go into a ticket in freshdesk.

If we send these mails to the freshdesk email, they don't pop up in freshdesk. Not in the normal tickets nor in Spam folder.

If we send these mails from Prestashop to another email, that forwards them to our freshdesk email, they don't show up either.

We found no way of getting prestashop information emails into freshdesk.

Is there a reason or a tipp, how to handle that?

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