An SPF record will not help for this issue, it is to help mail that you're sending from Freshdesk get delivered. The SPF record tells the destination mail server that Freshdesk is authorized to send mail for your domain.
Occasionally, your customers might email your support agents private email address directly. They can convert these emails into tickets in your support portal by forwarding them to your support email address.
Tickets that are forwarded from a verified agent's email address will be created in the name of the customer who sent the mail to the agent.
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