This does not work. According to Freshservice it's because our forwarded mail does not contain proper or any information in the header of the mail. We have latest MS OS, work in Azure Hybrid environment, MS O 365 ProPlus (E5) License.
Anyone else having same problems?
From: Test [mailto:firstname.lastname@example.org]
Sent: 30 January 2019 08:24
Subject: Ticket Received - Re: TestJohn B #CHN-3
Hope this helps!!