The agent's email address could be configured as one the support email addresses of your Freshservice Account. Hence, the tickets are going to the agent's email address. It is highly recommended that the support email address and the agent's email address should be different to avoid mail looping issues. For any clarifications on the same, please reach out to our support team at firstname.lastname@example.org for further assistance.
The agents are also receiving the tickets in their mailbox apart from the helpdesk. What could be the reason?
Modified on: Wed, 18 Sep, 2019 at 6:04 AM
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