Ticket not created when sent from Global Support Email

Dear Community,

I have an issue that I cannot create new incident by forwarding email to mail@company.freshdesk.com from the Global Support Email. It works fine if I send email to the mail@company.freshdesk.com from any other email address, but the one we have set up as support email doesn't work.

Is it that by design only the forwarded emails will be converted into tickets but not the ones send from that email directly to mail@company.freshdesk.com? Is it possible to somehow change that?

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