Update ticket via email

I'm having problems with this functionality. Email updates from freshdesk are coming to me (both as the agent and the requestor - I use two different email addresses) fine, and they come from support@mycompany.com, not support@mycompany.freshdesk.com, which is great.

When I reply to this email it goes to support@mycompany.com and gets automatically forwarded onto support@mycompany.freshdesk.com (I've manually done this too, so I'm sure it's not the forwarding that's the problem). The problem is that this forwarded email simply disappears. It doesn't even become a new ticket. Fresh Desk just seems to ignore it.

If I email support@mycompany.freshdesk.com directly it's fine, it gets picked up and dealt with correctly. So it seems to have a problem with receiving a forwarded email.

By the way, forwarding to start a new ticket is fine. Anyone can send an email to support@mycompany.com and it gets automatically forwarded through and set up as a ticket.

Am I doing something wrong?

I cannot get this to work as well

When an agent replies via email the response gets recorded as a public note. This is problematic because the note never gets delivered to the requestor. I have several cases where agents forget about this and respond via email thinking the customer is receiving the note but the customer never receives it. This leads to the customer getting mad they are not receiving the response. 

I suggest that this gets changed.