I am facing an issue with Kbase email address for my company. If any agent in my team sends an email to firstname.lastname@example.org, those email are being converted into tickets rather than going to Drafts Category in Solution. I am the only person whose email to kbase@freshdeskmycompany,com are going to Draft category without being converted into ticket.
In general , the emails from an agent email address would definitely get added to the drafts folder in case if it is intended to the correct kbase address. We've seen many cases where the agents might end up sending emails from an alias or a different address which is not listed as the agent in the helpdesk.