When I forward customer email to shared email, Helpmonks system correctly takes initial email address for replys and deliver replys (created through helpmonks system) correctly to customer mailbox. But notification emails afterwords have text “Your reply will be sent to (undefined)” and when I reply, email is delivered to Helpmonks system but not to customer mailbox. So looking at Helpmonks system it seems that reply emails were sent but in reality customer have never received them.
We got notified of this issue this morning. However since then we
immediately fixed it. Can you please try again and see if this works now?
If not let us know and please send us the URL (in a private email) so we
can look into this further.