Can you check if you have set up the forwarding rule in your mailbox?
Only after the forwarding rule is set up in your support mailbox, would emails come into your Freshdesk Account as Tickets. So, please make sure that the forwarding is configured from the mailbox of your support email address to the Forwarding Email Address, available under Admin-->Email, in the "Forwarded To" section corresponding to your email address.
This forwarding rule is for internal operation only and the Forwarded To address would not be displayed to the customer at any point.
12 months ago
Sorry. We're currently facing an issue with incoming emails and our team is working on a fix.