This is happening when the "from" email is the same as the email we have linked with our FD account.
We have set up all our online orders to come in to outlook 365 inbox via our own "from" email. All those emails are not transferring to FD as a result
Our account admin wasn't able to provide a solution.
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Hello,
As per the product behavior, ticket creation will be prevented by default if the "from" and "to" address is one and the same support email address. This is to prevent a loop resulting in an infinite amount of tickets. Please consider changing the from address when forwarding the email to Freshdesk.
Feel free to write to [email protected] in case of any further queries. Cheers. 
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