We've setup Freshservice to receive emails that are forwarded from the Support email box. So for all emails that are sent to the support email box they are forwarded automaticaly due to an email rule that was setup. Tickets will be created and the receipient is indeed the initial sender. All works great!
What doesn't work is that the requester never receives an email notification that there is a ticket created although this is configured in the admin settings.
Can you please help us out?
This is fixed by setting up a dispatcher rule.