When a customer sends a mail rquesting support to the wrong email address, we forward it to Freshdesk, creating a new ticket. The ticket has the resender address, so we change that in the ticket, if necessary a new account is created.. That all used to work fine.
However, recently we are finding that when we answer the ticket the new email address of the actual customer is shown (which is correct), and we send the reply, but during the sending process in the background the email address is changed to that of the resender (which is wrong). This did not use to happen. We have the impression if we log out of Freshdesk and wait several minutes, then the reply is sent to the correct address.