Hello to the community,
Our company have concerns that seems to be occuring in multiple account. After a look to the support, I was not able to find a precise answer to this problem. By advance, thank you for the help you could provide.
First problem :
Sometimes, when our customers respond to a mail sent from one of our freshdesk mailbox (contact@ or order@ for instance), using the “forwarding” or “answering” option, some of them never reach freshdesk. It means that we have an initial ticket with the original mail but nothing more (no new ticket or new message on the original ticket ID).
It does not seem to follow any pattern, because we still receive some response. Is it possibly associated to the Gmail account parameters that prevent some to land in freshdesk feed in some cases ?
That is a bit frustrating to answer to upset clients without being able to catch their answer in a first place.
Second problem :
Also, we have another concern where forwarded email do not make it either (example : an agent is forwarding an order query from a client to the correct freshdesk mailbox, using his/her pro mailbox from Gmail). The forwarded message is never received in Freshdesk.
I hope you will have answers,
Best answer by AishvaryaView original