We know it can be annoying when customers e-mail your staff directly rather than e-mailing into one of your global e-mail addresses. We've just pushed a new feature in Sirportly which allows recognised staff users to forward e-mails into your helpdesk and they'll be treated as new tickets from the original recipient.
At present, this only works when a message is forwarded as an attachment and the message is received from an e-mail address associated with one of your active staff members.
There is no configuration and you can get started right away. Any new tickets created through this method will be treated just as if the forwarded message had been sent directly into your helpdesk by the customer.
This will be released to download edition customers in v2.1.1 onwards.