Emails sent using Apple's "Hide My Email" feature don't show up in Freshdesk

  • 30 December 2021
  • 0 replies


Hey there folks!

We have noticed an issue where customers who email our support team using Apple iCloud’s “Hide My Email” feature don’t get ticket created (or don’t get their response added to the ticket). We have confirmed that their emails make it to our actual email inbox, but Freshdesk seems to block them when they get forwarded. I was able to reproduce the issue by setting it up “Hide My Email” myself. Is this an issue you’re aware of, and has anyone else experienced this?

Thank you, and have a wonderful day!

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