We forward our helpdesk mail adress from our email server to
freshdesk, and some very specific customers don’t get a ticket created
when this happens, its maybe 2 or 3 customers in total that we know of.
We can follow their emails from our mailserver to being forwarded to
freshdesk. But then no ticket in freshdesk, even after the customer
repeatedly sent emails over the same day, and put a specific agents
email in CC.
They are not in spam, we allow any
email to create a ticket, they used to be able to make tickets but at
some point this stopped. By far most emails seem to be turned into a ticket so its a bit weird.
How would we go about debugging this? Is there a log of all incoming emails to freshdesk?
