Desk - New ticket email not received when using exchange admin centre

Desk - New ticket email not received when using exchange admin centre

We have setup exchange admin centre to route an email sent to support@[myCompany].com to support@[myCompany].zohodesk.eu

When support@[myCompany].com is used - a new ticket is created as expected. However, the sending email address (an external @gmail) does not receive a notification that a ticket has been created.

When sending direct to support@[myCompany].zohodesk.eu a reply is received.

Within exchange admin centre we have set an exception not to use the automatic signature - as this was believed to maybe at fault.

We have checked the 'History' of a number of tickets, both Open & Closed. When a ticket is sent via support@[myCompany].com the 'History' for the ticket does not include:

Notification Rule Applied
Notification Type   EmailNotification
Notification Name   Acknowledge Contact when a new Ticket is received
Recipient   someone@gmail.com

Yet the above is within 'History' when a request is sent to support@[myCompany].zohodesk.eu