so if a user sends me an email and i send it on to the helpdesk the ticket should be in the name of the original user and not me 

only need this for emails sent in by agents 

we have this on our old ticket system and works well as we don't have to change the ticket contact 

Hey @owain.bacon

Thanks for reaching out and apologies for the late reply!

So forwarded emails will not be created as a primary user contact. The contact will be whoever sent the email to email parser. I suggest you ask users to send emails directly to the email parser. 

Let me know if this makes sense and if you need anything else please let me know!

Thanks a mill, 
Stefan