Support agents who have a personal relationship with customers receive a lot of support emails in their own inboxes. You might want to keep track of such emails too as an agent. Forward these emails to the support email address integrated with your helpdesk (or assigned to you by your helpdesk) and create tickets. And these emails will carry the sender's (customer's) name as the requester of the ticket instead of the name of the person who forwarded the email (the agent).

You can change this setting by following these steps:

  1. Login to your support portal as an Administrator
  2. Go to Admin > Channels > Email > Advanced settings
  3. Below the list of email addresses that are integrated with the helpdesk, you will be able to see the For forwarded emails, use original sender as requester option. 

        4. It will be enabled by default. You can switch it on or off based on your use-case