We have an email account, "firstname.lastname@example.org", where we receive the requests from our customers. From this account we forward (manually for the moment) the email from our customers to the freshdesk account to create the ticket. The "email@example.com" was stablished as an agent and occasional agent too.
However the ticket is created with the "helpdesk" account as a "applicant" and it sends the notification of the ticket to the helpdesk email account, and not to our customer's email.
I've read some posts with this same issue and I've followed the solutions, but still continues with this malfunction, if you could help me with this subject i would really appreciate it.