Simple ask. I've had this with other PSA in the past. 

Despite coaxing, customers still email the techs for service. That aint going to change. So techs forward the customers email to the ticket parser. This isn't new information to anyone, we all probably do it several times a week if not day. 

When a tech, a named user of the PSA system, forwards an email to the ticket parser it opens a ticket in the techs name. Why, why? So much needless work. Use logic and match the sender as a tech and use the next address.

Upvote it to get traction

https://pulseway.featureupvote.com/suggestions/252658/when-forwarding-from-an-internal-account-tech-psa-classifies-ticket-under-client