Anyway, our sales and customer service team forward a lot of emails to our support department. Now that we are using Desk we want to just forward customer support requests there. However, we found that even if the support person changed the contact from me for example to customer ABC Co. It still left me as the reply to. 

That's when I found this setting:

Create tickets on behalf of the sender while forwarding emails

When an agent forwards an email to your support mailbox, it creates a ticket in the name of the sender. When disabled, the agent is treated as the contact.

Important:

For forwarded emails, agents must insert the keyword "#original_sender" followed by the customer's email address at the top of the email body.

#original_sender {sender_email}

Example: #original_sender {customer@emailaddress.com}

However this setting seems to be awfully finicky. Sometimes if I paste in the customer email and it's still a hyperlink Desk doesn't pickup the account or Gmail will add a phantom space that causes the contact record to not pull. Could it be possible to just make sure the customer email address is the first item in the body of the email to pick this information up or possible to change format to a single line IE:  #original_sender:customer@emailaddress.com ?

Thanks,