Please use the following steps on missing emails from FreshDesk that is in Gmail.
1.) Copy and paste the exact subject name in Gmail and paste into the search bar in FreshDesk. See if any search results show up. If so click into the ticket and click on "Show Activities" to see why it was not delegated to the right user. Rules may need to be created in FreshDesk so it assigns the email to correct user.
2.) Look in Spam folder in Gmail. The email must hit the Gmail inbox in order for it to forward into FreshDesk. If the email is in spam folder in Gmail then you must whitelist the email it is coming from by creating a filter and choosing never send to spam.
3.) Look in Spam folder in FreshDesk. In the filtered list with each WM staff members names, there is an option to look at the Spam folder. These spam tickets will not show up in the search bar results.
4.) Look in Trash folder in FreshDesk. In the filtered list with each WM staff members names, there is an option to look at the Trash folder. These trashed tickets will not show up in the search bar results.
5.) Search for the domain name in FreshDesk automatic rule called "Spam Filter" and remove it if it's not supposed to be there (use command F)
If the ticket is in trash or spam in FreshDesk then automatic rules will need to be modified or added so the tickets can be re-directed to the correct user filtered list instead of automatically going to spam/trash folder (which is probably being caused by the rules currently set up).
For further assistance please assign a ticket to AJ with Ticket number so he can help fix each case.