We have team mailinglist, which is also connected to Freshdesk - all our emails show this as FROM address.
Due to the fact that we need to have all correspondence replicated (including what we send out) in our e-mail inbox, I have created the following rule:
When I send a test e-mail to support, then the CC is filled correctly by Freshdesk in the reply entry window.
However, on sending the reply from Freshdesk, the CC gets removed.
Note that if I add my_support_email@email.com manually to Freshdesk CC box, it does not get removed. And this is the expected behaviour