Mails sent from Zendesk are filtered

Hi everybody,

We have a provider who use ZENDESK as their support ticket system.

We send emails to the them, but, every responses from them doesn't shows on Freshdesk. Never arrived.

But, we have been checked our mail inbox (which have a forward rule to Freshdesk) and emails are received, so, were forwarded like others. We only have problem with this sender who used ZENDESK.

Anyone knows if there is some kind of rules, or filter that could be filtering this kind of responses?

I attach a mail format of the responses.

I appreciate your help.



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