Not Receiving Emails We Are CC'd On
We are just finding out that if our customer copies one of our support email address in an email, it doesn't come in to Freshdesk.
Ideally, tickets should be created in your helpdesk regardless of whether it was written to your support email address directly or if it was CC'd. We would need to understand if there are any specific reason as to why tickets are not getting created in your case, which would need some digging in.
I have created a ticket for you just in case you are still facing this issue. Should you be needing assistance on this, do reply back to my email with the details asked for and I shall be more than happy to sort this out for you.