Ticket Received email not sent to Requester if forwarded from Company Support Email ID

  • 19 February 2019
  • 1 reply
  • 20 views

Hi there, I am using the Sprout plan to try out your services. I configured my Company Support Email address (helpdesk@ptsstystems.co.in) and emails to this address are forwarded to freshdesk.com email address.


Email sent to the Company support email id is getting converted into a Ticket with a number. However the client sending support request is not getting a TICKET RECEIVED email from freshdesk.


When customer sends email directly to the freshdesk email id ptssystemscoinhelpdesk@pts3helpdesk.freshdesk.com

a TICKET RECEIVED email is sent to the customer.


Regards,

Rajesh Samant


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1 reply

Userlevel 1

Hello Rajesh,


Can you please let us know if you're using Outlook to manage the mailbox? If yes, can you please tell us if you're just re-directing the emails to the freshdesk address?


Also, can you please check if there are any Dispatchr' rules configured in the account with the action 'Skip new ticket email notifications'?


Cheers!