I have configured my external email server to forward all mail sent to zsupport@mycompany.com to support@mycompany.zohodesk.com

I have also added the zsupport@mycompany.com as the From address in Desk with SMTP information and marked the original support@mycompany.zohodesk.com address as INACTIVE

All emails sent to zsupport@mycompany.com end up in the Spam TIckets folder until I mark them as not spam (examples include tickets 126 to 131 with 130 and 131 still in the spam folder)

Once I mark a ticken as Not Spam, the originator does receive a notification but it comes from the "inactive" support@mycompany.zohodesk.com address

Similarily, once I assign the ticket to an agent, the agent receives the notification email but it also comes from the "inactive" support@mycompany.zohodesk.com address

If the agent then replies to the notification after manually changing the TO address back to zsupport@mycompany.com the ticket does get updated but it is marked private and the originator does not receive the reply email.