Emails not getting converted into tickets?

Hi there, I am using the Sprout plan to try out your services.  I configured my email address.  But emails sent to my company's support email address are not getting converted into support tickets inspite of adding that support email address in the Admin module.  Could you please tell me what is going on?  Or is it that the time taken for tickets to get creaated is more than one or two hours?

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That's really unfortunate that the support emails haven't been hitting FreshDesk for the agents to work on . Can you please check if you have enabled forwarding in your mailbox to automatically forward the emails to FreshDesk generated forwarding endpoint?

This article might help you in getting some insights on this.