Hello,

I have sent an e-mail to my custom support e-mail address, which has a forward to  support@company.zohodesk.com but the ticket is not created. Only the customer was created.

in Channels -> E-mail configuration I have one record for the only department. E-mail address asociated with it is  support@company.zohodesk.com and automatic loading is enabled.

On the other hand, in From Address configuration, I have 2 entries. One for my own address at support@company.cl, which appears as "verified" and it is the one that uses SMTP information to access my server. 

The other record is the e-mail associated with the department,  support@company.zohodesk.com, and also appears as verified.

As I said, only the customer was created, meaning that the e-mail has reached correctly the  support@company.zohodesk.com e-mail.

SMTP credentials are good, so  I don't know what may be happening here.

Any help, please?  Maybe, i could see the problem by seeing some kind of log.

Regards

Jaime