Solved

Emails not forwarding to freshdesk as tickets

This is happening when the "from" email is the same as the email we have linked with our FD account. We have set up all our online orders to come in to outlook 365 inbox via our own "from" email. All those emails are not transferring to FD as a result Our account admin wasn't able to provide a solution.
1 Comment

Hello,


As per the product behavior, ticket creation will be prevented by default if the "from" and "to" address is one and the same support email address. This is to prevent a loop resulting in an infinite amount of tickets. Please consider changing the from address when forwarding the email to Freshdesk.


Feel free to write to support@freshdesk.com in case of any further queries. Cheers. :)