Hi Irfan,

I could see that you're in touch with one of our support agents. However, I just wanted to take a shot at this.

Going by the screenshots, I could see that the emails sent to it@shmgroup.com are getting forwarded and the tickets are created with the mailbox address instead of the actual sender email. Upon checking your account, I'm not able to find this address listed under Admin -> Email section ie. it is not listed as a support email address.

By default, only if the mailbox address is listed as a support email address, the emails would get forwarded on behalf of the original sender. I would advise you to add it@shmgroup.com as a support address in Freshdesk in order to fix this case.

Cheers!