I have 5 emails set up but lets focus on 3 here : firstname.lastname@example.org, email@example.com and firstname.lastname@example.org.
If an email (ticket) comes into the business (to email@example.com) and I need to forward it to firstname.lastname@example.org, I can ONLY do it from email@example.com, it works fine and the reply goes back and its great.
If the same email comes into firstname.lastname@example.org and I forward it to email@example.com, the exact same as before, nothing happens.
Can anyone help with this issue?
Are all 3 setup in Freshdesk then you should assign the ticket to the other group.
Sending to an another e-mail that is setup in Freshdesk will do nothing.