Gmail is still catching some support requests in spam. despite me setting up an SPF record.
When I move them out of spam, they go back to the inbox but they don't automatically forwarded to freshdesk
And when I forward them manually, actually... they're not even appearing! Now I am very confused.
I sent a test email direct to my support desk (firstname.lastname@example.org) and it appeared in the tickets.
So, how do I get them from the gmail inbox to Freshdesk? Should I just reply in gmail and let nature takes its course?
You can prevent Gmail from sending items to spam by making this rule: http://webapps.stackexchange.com/questions/22802/how-can-i-remove-spam-filtering-in-gmail You could also make it forward those emails, and keep them in spam.
An SPF record will not help for this issue, it is to help mail that you're sending from Freshdesk get delivered. The SPF record tells the destination mail server that Freshdesk is authorized to send mail for your domain.
Occasionally, your customers might email your support agents private email address directly. They can convert these emails into tickets in your support portal by forwarding them to your support email address.
Tickets that are forwarded from a verified agent's email address will be created in the name of the customer who sent the mail to the agent.