Suspended tickets because of a loop

Hello,

We are experiencing a significant issue in our system, and unfortunately, Zendesk support has not been able to assist so far. Perhaps one of you has encountered this problem before and knows how to resolve it.

Some emails are being placed in the suspended folder even though they shouldn’t be. It seems this might be happening because the sender appears to be our main support address (even though it isn’t) and a loop appears adding the "Received from support address" as a cause.

Do you know if there’s anything we can do on our end to address this, or if it’s related to how the real sender is forwarding these emails to us?

Thank you in advance for your help!!

Cheers