Hello Greg,

Since you've mentioned that you're using a webform to create tickets, instead of sending an email, an alternative approach of sending form data via API would be more efficient. You can look into our API documentation to know about the ticket endpoints. 

Alternatively, if you'd like to stick with the current approach, you can set the contact information in the REPLY-TO header of the email so that Freshdesk automatically creates ticket on behalf of the actual user. Make sure you've the option "Use Reply-To email address to create requester contacts" is turned on under Admin -> Email section of your helpdesk.

Cheers!