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Due to multifactor authentication, we recently had to change from allowing freshdesk to read our O365 mail to just forwarding the mail out to the freshdesk server.  Everything is working, but now when we reply to a ticket that has been emailed in, the helpdesk@our.co address is in the CC line of the ticket.  Sending that reply therefore creates another ticket.  How do we make Fresdesk remove that email address from the cc line?

Hi ​@JimFieser 

I hope you are doing well :)

I understand that you see cc being added automatically. This ideally occurs when you have added a support email and customer writes to that email however the email being unverified is reason for not being picked as to email. 

To fix this you can use https://www.freshworks.com/apps/customize_from_email_address/ as this will set which email should be set to to email email thus preventing the issue of email being added in CC. 

Feel free to respond to this thread for any queries :)

Thank you

Due to multifactor authentication, we recently had to change from allowing freshdesk to read our O365 mail to just forwarding the mail out to the freshdesk server.  Everything is working, but now when we reply to a ticket that has been emailed in, the helpdesk@our.co address is in the CC line of the ticket.  Sending that reply therefore creates another ticket.  How do we make Fresdesk remove that email address from the cc line?

You do not allow excluding the support address from MFA ? 

No, we can’t count on M$ consistently letting FD in w/o MFA, so we’re just going to use the FD mail system.  I had to put some DKIM records in the DNS, but it’s working now.  

Unfortunately, it’s letting some spam get into the tickets, but everything else is working. 

No, we can’t count on M$ consistently letting FD in w/o MFA, so we’re just going to use the FD mail system.  I had to put some DKIM records in the DNS, but it’s working now.  

Unfortunately, it’s letting some spam get into the tickets, but everything else is working. 

If you forward e-mail from exchange you should be able to stop spam there. 

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