Can you elaborate on your email setup? Custom email server / internal FD email / Google integrated mailbox / etc.?

I’d also suggest to submit this to support.

Regards,

Greetings @nsaltzman. Thanks for contacting Freshworks community. Could you please verify that the email you have created under admin > emails is verified and also check the reply-to email of the support email that you have configured, as you mention that the replies to the tickets are being sent to an other address instead of the one that is configured through the helpdesk? If this is still not helpful, kindly check your DM  so that I can create a ticket and analyze this further on my end.

Thanks, 

Sujitha.