When your connected Gmail mailbox sends a message from one of its "Send mail as" addresses, NeetoDesk treats it as your team's own outgoing mail. It isn't imported, so it never creates a ticket with your own alias as the customer. If the person you emailed replies, NeetoDesk creates a ticket with them as the customer, the same as when you send from the mailbox's own address.
This applies to any send-as address on the connected account. You don't have to list the aliases anywhere.
Mail relayed back through a group
Sometimes a customer writes to a Google Group that forwards into your connected mailbox. That copy still comes from outside your team, so NeetoDesk imports it and creates or updates the ticket as usual.
Who can reply to a ticket by email
By default, an email from any address can be added as a comment on the ticket it replies to. If you turn that setting off, replies are accepted only from:
- the customer on the ticket
- anyone on the To or CC line of an email already on the ticket
- your team members
Replies from any other address are dropped. Your own mailbox addresses never count as participants, so mail your team forwards from them isn't added as a customer reply.
See the article Does NeetoDesk create tickets from skipped inbox emails in Gmail? to know more details about which Gmail messages are imported.