My company is setting up Freshdesk and we’re currently on the free account. We set up our email to forward emails to the email address provided by Freshdesk. This works great. However, when we receive an email (new ticket) and I reply to it on my agent account they will receive my email fine. But if they reply to it again, I will never receive it in the ticket conversation:
- Customer sends email through firstname.lastname@example.org
- I reply to the email (now ticket) on my agent account on Freshdesk
- Customer receives my reply and replies to the email again
- I never receive the reply of the customer in the ticket
How can I resolve this?