Do not receive notification for tickets created from forwarded emails

Do not receive notification for tickets created from forwarded emails

Hi,

I have set up my company support email to forward emails into Zoho from Gmail. This is working correctly, because when I submit issues to the company email, they do appear as tickets in Zoho.

I have also set up Zoho to notify the agent and the ticket submitter when a new ticket is submitted. This too works fine, because if I email my @zohosupport.com email address directly, a ticket is created and a notification is sent to me (currently the only agent configured) and to the client.

However, when I create a ticket from a forwarded email, there is no notification. The ticket is correctly created, but neither the client or the agent receives an email notification when the ticket is created.

What's going on here? Am I missing something in the account configuration?