Emails sent from our platform with Freshdesk support email in "Reply-To" doesn't reach to Freshdesk

Hi,

We want to connect some of the emails that are sent from our platform to the Freshdesk threads using `Message-ID` header. The problem is when we put Freshdesk inbox email to reply-to address, the email doesn’t appear in Freshdesk at all. Here is an example of the flow

We send an email to the client from Freshdesk similar to below
 

From: freshdesk-support@company.com
To: client@email.com
Cc: platform@subdomain.company.com

Subject: Some subject
Body: Email message

Then, our platform parses the email and stores the Message-ID headers and send the following email
 

From: platform@subdomain.company.com
To: client@email.com
Cc: freshdesk-support@company.com
Reply-To: freshdesk-support@company.com
In-Reply-To: Initial message ID
References: Initial message ID

Subject: Reminder for some subject
Body: Another email message

and this email reaches to client but doesn’t reach to Freshdesk. When we remove “Reply-To” everything works fine.

What could be the reason of this issue and how we can solve it?

I’d appreciate if you could help
Cheers