Occasionally, your customers might email your support agents directly or you might have a mailbox full of emails that need to be converted to support tickets. This can be done by just forwarding them to your support email address. However as an agent you have edit all the requests to change the reporter.

Ideal solution:
Service Desk email should detect that I'm an agent from my email address and create those requests in the name of the customer who sent the email to the agent.