Last updated: 2023-11-20

Source: https://support.freshdesk.com/support/solutions/articles/226630-why-are-agents-receiving-tickets-in-their-mailbox-apart-from-the-helpdesk-

The agent's email address could be configured as one of the support email addresses in your Freshdesk Account. Hence, the tickets are going to the agent's email address. It is highly recommended that the support email address and the agent's email address are different to avoid mail looping issues.